About the Company
Discord is a global communication platform built for people to create a home for their communities and friends. We empower users to build inclusive spaces for everything from gaming to education, social groups, and niche interests. With millions of active users, including a significant teen demographic, we are committed to fostering positive and safe online environments. Join our team and help us build a better, safer internet for everyone.
Job Description
As an Online Live Chat Agent for 16 Year Old Teens, you will play a crucial role in maintaining a safe and positive environment for our younger users on Discord. This is a 100% remote position, allowing you to work from anywhere. You will engage directly with 16-year-old teens through chat, providing support, answering questions, moderating conversations, and ensuring compliance with our community guidelines. This role requires empathy, strong written communication skills, and a deep understanding of online safety protocols. No phone calls are involved; all interactions are text-based.
Key Responsibilities
- Monitor live chat channels to ensure a safe and respectful environment for 16-year-old users.
- Respond promptly and professionally to inquiries, concerns, and reports from teen users via text chat.
- Provide guidance on platform features, community guidelines, and best practices for online interaction.
- Identify and escalate complex issues or violations to senior staff as appropriate.
- De-escalate potentially tense situations and mediate disagreements in a constructive manner.
- Collaborate with the trust and safety team to develop and implement effective moderation strategies.
- Maintain accurate records of interactions and resolutions using internal tools.
- Stay up-to-date with emerging online trends, youth culture, and digital safety practices.
Required Skills
- Exceptional written communication skills with a clear, empathetic, and professional tone.
- Proven ability to exercise sound judgment and maintain composure in challenging situations.
- Strong problem-solving abilities and a proactive approach to conflict resolution.
- Tech-savvy with the ability to quickly learn and navigate new software and platforms.
- Deep understanding of online safety principles and youth protection best practices.
- Ability to work independently and manage time effectively in a remote work environment.
- Demonstrated empathy and patience when interacting with young individuals.
Preferred Qualifications
- Prior experience in online community moderation, chat support, or similar roles.
- Familiarity with the Discord platform and its community guidelines.
- Experience working with or supporting youth in an online or offline capacity.
- Knowledge of common online challenges faced by teenagers (e.g., cyberbullying, digital well-being).
- Certification in online safety, youth protection, or mental health first aid is a plus.
Perks & Benefits
- 100% remote work flexibility.
- Flexible part-time hours, ideal for balancing other commitments.
- Opportunity to make a tangible positive impact on the lives of young users.
- Supportive and collaborative team environment.
- Access to professional development resources and online safety training.
- Competitive hourly compensation.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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