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.
Location
This is a remote position. Open to candidates located in OR, WA, CA, CO, TX, IL or The Netherlands
Compensation
Starting Hourly Rate: $17.50 - $19.50 an hour in US or 35,0000 - 40,0000 EUR yearly 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
What You’ll Accomplish
- Provide clear, concise, and empathetic written responses to support requests with a working knowledge of Discogs policies and processes, user account activity, and basic discography guidance.
- Work directly with the community to identify and resolve problems, and pass along findings to team leaders to assist in development updates.
- Understand Discogs functionalities and account policies, and be prepared to assist community members in working within guidelines for the benefit of the community.
- Review and respond to community support concerns in writing.
- Process Feedback Removal Requests (FBRs), account holds and other abuse reports as necessary and as instructed by the CS Team Lead.
- Represent Discogs with pride and enthusiasm in all interactions with the community.
Metrics and Accountability
Performance in this role will be measured based on adherence to Discogs policies, quality and clarity of written communication, resolution timeliness, contribution to team KPIs (e.g., First Response Time, backlog age, Productivity, and more.) Coordinators are expected to take ownership for both individual productivity and work collaboratively with peers and leads to ensure the overall health of the queue.
Availability During Working Hours
Coordinators are expected to maintain consistent availability during their assigned working hours to ensure timely responses to the community. This includes being present in internal communication channels, staying responsive to workload fluctuations, and following established scheduling practices.
Tooling and Technical Fluency
This role requires daily use of support and collaboration tools, including Zendesk (ticket management, tagging, macros), Discogs’ internal knowledge base, Slack and Google Workspace applications. Familiarity with common support workflows and the ability to learn new tools quickly is essential.
Abuse Reports and Trust & Safety
In addition to general support work, this role includes reviewing, triaging, and actioning abuse-related reports (e.g., scams, fraud, policy violations, prohibited content) under guidance from the CS Team Lead. Coordinators may apply account-level actions such as suspensions, warnings, or feedback removals, ensuring all actions are consistent with Discogs’ policies and community guidelines.
What You’ll Contribute
- Excellent written communication and interpersonal skills.
- Ability to craft clear written correspondence.
- Ability to effectively present information, findings, and feedback in one-on-one and small group settings.
- Basic computer skills, including logging on to systems, ability to communicate by email, ability to compose documents, fill out forms, and adhere to basic compliance regulations.
- Positive attitude, eagerness to learn, and adaptability.
- Ability to work select weekend flex shifts.
Education & Experience:
- Required
- Minimum two years experience working in a customer-facing support role.
- Experience with Zendesk or similar customer support platforms.
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: https://www.discogs.com/about/careers
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 legal@discogsinc.com and we will respond to you within 30 days.
