Senior Community Support Manager

Consensys is the leading blockchain and web3 software company founded by Joe Lubin CEO of Consensys and Co-Founder of Ethereum. Since 2014 Consensys has been at the forefront of innovation pioneering technological developments within the web3 ecosystem.

Through our product suite including the MetaMask platform Infura Linea Diligence and our NFT toolkit Phosphor we have become the trusted collaborator for users creators and developers on their path to build and belong in the world they want to see.

Whether building a dapp an NFT collection a portfolio or a better future the instinct to build is universal. Consensys inspires and champions the builder instinct in everyone by making web3 universally easy to use and develop on.

Our mission is to unlock the collaborative power of communities by making the decentralized web universally easy to access use and build on.

Youll get to work on the tools infrastructure and apps that scale these platforms to onboard one billion participants and 5 million developers. Youll be constantly exposed to new concepts ideas and frameworks from your peers and as you work on different projects challenging you to stay at the top of your game. Youll join a network of builders that reaches the edge of our ecosystem. Consensys alumni have moved on to become tech entrepreneurs CEOs and team leads at tech companies.

A bout Community Support

The Community Support team focuses on providing 24 / 7 support and engagement with Consensys customers across social media platforms. We are the friendly digital faces of Consensys. If you value excellent customer support and want to define the future of Blockchain customer engagement wed love to hear from you.

Overview

We are seeking a highly organized and proactive Senior Community Support Manager to serve as a vital link between MetaMask end-users internal teams and external partners. The ideal candidate will oversee processes and communications related to the MetaMask community sentiment issue escalation documentation training and customer support for both MetaMask and Linea. This lead role requires operational excellence in handling user-related concerns community engagement and major product updates. Collaboration and a willingness to be a vocal and active team member are essential.

Key Responsibilities :

Customer Support

• Provide timely and empathetic customer support for MetaMask and Linea customers across community platforms such as Discord Discourse Reddit X (formerly Twitter)Telegram and others.
• Monitor discussions and user sentiment on all channels answer inquiries troubleshoot issues and escalate complex cases as needed.
• Proactively address recurring user concerns and work with internal teams to resolve critical pain points.
• Ensure alignment between community conversations and updates from technical or product teams during launches upgrades and incidents.

Communication & Coordination

Documentation & Tools Management

Community Sentiment Monitoring & Feedback

Operational Management

Training & Enablement

Key Skills & Qualifications :

Would be great if you brought this to the role

Dont meet all the requirements Dont sweat it. Were passionate about building a diverse team of humans and as such if you think youve got what it takes for our chaotic-but-fun remote-friendly start-up environmentapply anyway detailing your relevant transferable skills in your cover letter. While we have a pretty good idea of what we need were ready for you to challenge our thinking on who needs to be in this role .

It is a requirement of employment in this position that applicants will be required to submit to background checks including but not limited to employment education and criminal record checks. Further details will be provided to applicants that successfully meet the criteria for the position as determined by the company in its sole discretion. By submitting an application for employment you are acknowledging and consenting to this requirement.

Required Experience :

Manager

Key Skills

English,User Interface,Communication,Content Writing,Online,Twitter,Internet,Facebook,Youtube,Instagram,Management skills,Digital speech,Speaking skills,Analytics,Writing Skills

Employment Type : Full Time

Experience : years

Vacancy : 1