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. 

You’ll get to work on the tools, infrastructure, and apps that scale these platforms to onboard one billion participants and 5 million developers. You’ll 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. You’ll 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. 

About 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, we’d 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

• Internal Updates: Be the face of the Community Suppot team by sharing MetaMask end-user updates (non-developer related) with the team and external teams. Ensure key developments and direct messages (DMs) are visible to relevant stakeholders.
• Team Collaboration: Post updates in appropriate channels and tag leads and team members to keep aligned.
• Visibility & Escalation: Flag urgent or sensitive issues to appropriate teams (e.g., User Safety, PR, Marketing). Align communication strategies for high-impact events in collaboration with MetaMask and other departments.
• Community Announcements: Coordinate with MetaMask Marketing to enhance announcements' volume and quality and manage communication on sensitive topics.

Documentation & Tools Management

• FAQs & Knowledge Base: Update shared MetaMask FAQ-like documents; review and archive them regularly to ensure accessibility and relevance. Manage tools and documentation processes.
• Contractor Support Material: Create simplified versions of PR documentation tailored for our contractors. 
• Crisis Playbook: Develop and maintain a crisis scaling playbook outlining actions for severity stages during major launches or urgent issues.

Community Sentiment Monitoring & Feedback

• Sentiment Analysis: Monitor changes, events, and updates that could affect products. Provide high-level summaries of user sentiment, giving more frequent updates during critical issues.
• Escalation Management: Help the team distinguish real concerns from “noise” to avoid over-escalating issues.

Operational Management

• Issue Resolution: Monitor the team’s open issues, ensure resolution, and escalate stalled concerns to appropriate teams (e.g., Linea contacts).
• Key Contact Advocacy: Act as the main bridge between community and MetaMask teams, advocating for early testing access and involvement. Ensure smooth communication for launches and ongoing issues.

Training & Enablement

• Team Development: Facilitate training through live tickets, live chats, shadowing sessions, and Thinkific course completions. Grow comfort and skillset on MetaMask.

Key Skills & Qualifications:

• Community Engagement & Technical Acumen: Comfortable working directly with community platforms like Discord, Discourse, Reddit, Telegram, and X, providing concise, well-thought-out responses to inquiries and escalations.
• Organization & Project Management: Proven ability to manage complex schedules, resources, and documentation across teams and regions.
• Communication: Exceptional written and verbal communication skills; ability to simplify technical information for diverse audiences. Willing to speak to large groups of people and engage with new people.

Would be great if you brought this to the role

• Relationship Management: Experience maintaining strong cross-functional relationships and acting as a key point of contact across teams and stakeholders.
• Crisis Management: Experience in building frameworks/playbooks for responding to crisis events and managing escalation protocols effectively.

Don't meet all the requirements? Don't sweat it. We’re passionate about building a diverse team of humans and as such, if you think you've got what it takes for our chaotic-but-fun, remote-friendly, start-up environment—apply anyway, detailing your relevant transferable skills in your cover letter. While we have a pretty good idea of what we need, we're 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.