Community Support Coordinator (REMOTE)

Are you passionate about music and dedicated to providing exceptional customer experiences? We're seeking a dynamic and empathetic Customer Support Coordinator to join our growing team at Discogs. In this role, you'll be the vital link between our users and our platform, ensuring seamless support and fostering a positive community experience. If you thrive in a fast-paced environment, possess excellent communication skills, and have a genuine love for music technology, we want to hear from you!

Location

This is a remote position. Open to candidates located in OR, WA, CA, CO, TX, IL

Compensation

Starting Hourly Range: $17.50 - $19.50 hourly

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 Community Support Coordinator provides exceptional customer service to our diverse community of buyers, sellers, database contributors, and other users. This role utilizes Zendesk to manage and resolve customer inquiries and issues efficiently, ensuring customer satisfaction and maintaining a positive brand image.

What You’ll Accomplish

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

Key Responsibilities:

• Provide exceptional customer support through Zendesk, resolving tickets related to our marketplace (buying, selling, order issues), database inquiries, and general account assistance.
• Review and manage community reports, including spam checks, feedback removal requests, account holds, marketplace listing reviews, database submission reviews, and forum posts.
• Demonstrate excellent written communication and problem-solving skills in interactions with customers.
• Develop and maintain a thorough understanding of our database, marketplace policies, and procedures to accurately address customer questions and concerns.
• Collaborate with the Community Support team to identify trends, escalate complex issues, and contribute to process improvements, ensuring a consistently excellent customer experience.
• Maintain a positive, empathetic, and professional demeanor in all customer interactions.

What You’ll Contribute

Required Skills & Abilities:

• Excellent written communication and interpersonal skills.
• Ability to effectively present information, findings, and feedback in one-on-one and small group settings.
• Proficiency in basic computer skills, including email communication, document creation, form completion, and adherence to basic compliance regulations.
• Positive attitude, eagerness to learn, and adaptability.
• Ability to work select weekend flex shifts.

Minimum Education and Experience

• Required
• Minimum two years of experience working in a customer-facing support role, preferably in a tech company environment.
• Experience with Zendesk or similar customer support platforms.
• Preferred
• Passion for music.

What We Provide

• Competitive compensation: salary, plus performance-related bonus program
• 401(k) with employer match
• 100% company-paid medical and dental insurance benefits for you and your dependents
• 4 weeks paid vacation, increasing based on tenure
• 18 weeks paid leave for birth moms
• 8 weeks paid parental leave, including for adoption
• Monthly wellness allowance
• Annual professional and personal development allowance
• Work from home office set-up and expense allowances
• Flexible work location opportunities
• Employer matching toward charitable contributions

What We Believe In

Discogs’ mission is to serve the music fan in everyone. We represent a diverse and inclusive community, and we are committed to serving our community with innovative and creative solutions. We know that innovation happens best when varying perspectives are embraced and integrated. Our global team reflects our global community.

Discogs is an Equal Opportunity Employer.

Applicants needing accommodation to apply should contact us at 503-597-6340

Discogs does not promote job openings through text messaging. If you receive a text message claiming to offer a position at our company, please disregard it as fraudulent. For a list of our actively open positions and to apply, please visit the official Careers page on our website:

If you apply for this role, you will be required to upload a resume, cover letter, and fill out a few questions regarding your application. Once submitted, our hiring team will review your application and contact you if you are selected for an interview. Whether you are successful or not, we will store your application and data in our system for a maximum period of one year from the application date in case another role becomes available that you are suitable for. If you have any questions or concerns about us storing this data and/or the period of time, please contact us at [email protected] and we will respond to you within 30 days.