Community & Support Manager
** About Us**
The company is an Ethereum liquid staking protocol experiencing rapid growth and with a thriving community. They have achieved a TVL of $3B within just a year of operation. Full details of the protocol can be viewed on dune.com.
Position Overview
We are seeking a dedicated Community & Support Manager to serve as the primary link between customers and the product team. In this role, you will represent the voice of the customer within the company, advocating for customer needs and ensuring they are prioritized in product development. The ideal candidate must have a successful track record in delivering high-quality support experiences within Discord communities and through traditional support ticket systems. Previous experience with support ticket systems, Ethereum, and crypto-protocols is highly valued. Note that this is an onsite role.
Key Responsibilities
- Customer Advocacy: Act as the customer advocate within the organization, championing their needs and priorities in product development.
- Customer Issue Resolution: Manage the resolution of customer issues, concerns, and escalations to provide prompt and satisfactory solutions.
- Product Documentation: Develop and update detailed product documentation, including FAQs, user guides, and troubleshooting materials.
- Project Coordination: Coordinate tasks, timelines, and resources for customer success projects to ensure timely delivery of product enhancements.
- Quality Assurance: Engage in user acceptance testing (UAT) and quality assurance (QA) processes to uphold product functionality that meets customer expectations.
- Metrics Tracking: Monitor and analyze customer support metrics to identify areas for improvement, such as response times and customer satisfaction scores.
- Continuous CX Improvement: Implement initiatives and processes to enhance the efficiency and effectiveness of customer support operations.
- Solo Staker Management: Oversee our Solo Stakers community comprehensively, including onboarding new members, addressing inquiries, and fostering engagement.
Qualifications
- Outstanding written and verbal communication skills
- Innate enthusiasm and a talent for evangelism
- Strategic thinking with a startup mentality
- Strong ability to educate customers on product features and industry best practices
- Experience in team management and project leadership
- Extensive knowledge and passion for cryptocurrency and Ethereum
- Customer-focused and operationally efficient mindset
- Proficient in managing crypto-specific communities on Discord
- Familiarity with modern customer service solutions like Mava, Zendesk, and Help Scout
Benefits
- Competitive salary and equity packages
- Exposure to cutting-edge technology in the digital asset sector
- Opportunities for professional development and training
- Inclusive and collaborative work environment
- Exciting company events and team-building activities