Community Support Senior Specialist - Self Service (REMOTE)

Is music a driving passion in your life? Do you possess strong customer service skills? Do you have a strong command of the written language, and does the future of technology excite you? If so, our Community Support team here at Discogs is looking for you!

Location

This is a remote position. Open to candidates located in The Netherlands

Who We Are

Discogs is the largest crowd-sourced, community-driven database of recorded music information in the world. Every day, millions of people use the Discogs Marketplace to connect, learn about music, and buy and sell vinyl records, CDs, and cassettes. As Discogs continues to grow, we are looking for bright, dedicated, creative, and highly motivated people to help us realize our mission to serve the music fan in everyone. We are relatively small, so individual contributions can have a large impact. High value is placed on quality, critical thinking, and continuous improvement. Our teams work collaboratively but are distributed geographically and open-source tools are important to who we are and how we work. We value the experiences and skills each team member contributes to helping us serve our music community.

Who We’re Looking For

The CS Self Service Specialist focuses on user self-support strategies. Rather than handling direct support requests, the Self Service Specialist focuses on creating an environment within the Discogs ecosystem where users can find answers to their questions, without the need to contact Discogs CS directly. This environment may include, though isn’t limited to, help documentation, AI integrations, automations, chatbot services, collaboration on Marketing communications, and other self support strategies that will further help ticket deflection strategies and results.

Starting Base Salary

40,000 - 46,500 Euros

What You’ll Accomplish

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Monitor trends and user behavior within our ticketing system, and build help documentation and self support strategies around these findings.
• Implement AI and automation strategies based on company data and industry knowledge.
• Weekly data tracking of help documentation performance, automations and other self support tools utilizing Zendesk Explore and Google Analytics.
• Together with CS Manager, stay in constant communication with Discogs Product to ensure all new features and updates are being covered within our self support strategies.
• Work with the CS and Marketing teams to ensure that communication via self support tools is consistent with the messages being sent via our other communication channels.
• Coordinate translation and localization of self support tools and documentation for our non-English regions.
• Occasionally engage with the community to discover and act on opportunities to advance our self support strategies.
• Other duties as assigned.

Requirements

What You’ll Contribute

Minimum Experience and Education

• Minimum six years of customer service experience.
• Minimum four years of online support experience.
• Minimum two years of organizing and leading projects.
• Full fluency in English. Ability to write reports, business correspondence, help documentation and training materials in native or near-native level English.
• Ability to effectively gather data, present information and respond to questions in a group setting.
• Ability to establish, monitor, measure, and report on performance data related to specialization.
• Adept at using various computer applications, including spreadsheets, report writing, word processing, presentation creation/editing and communication by e-mail.

Nice to Haves

• Experience with AI and automations, in particular as it relates to customer support.
• Fluency in other languages, in particular those supported on Discogs.

Benefits

What We Provide

• Competitive compensation: salary, performance-related bonuses, and pension.
• Paid time off (PTO), paid holidays and paid maternity/paternity leave.
• Monthly contribution to your health insurance (NL).
• Gym membership or wellness stipend.
• Annual continuing professional and personal development allowance.
• Flexible work environment (currently working 100% remote)
• Monthly internet and home office allowance
• One-time lump sum home office setup on first paycheck.
• 2x per month virtual friday lunches paid

What We Believe In

Discogs’ mission is to serve the m