Community Support Manager

ConsenSys is a leading Ethereum software company dedicated to a vision of data sovereignty and financial well-being accessible to all. They believe in Ethereum and decentralized protocol technology as a trustworthy foundation for value creation and sharing. Their product suite includes Truffle, Infura, Quorum, Codefi, MetaMask, and Diligence, serving millions of users and supporting billions in digital assets. ConsenSys enables developers, enterprises, and individuals globally to build next-generation applications and access the decentralized web. MetaMask focuses on Cryptocurrency and Blockchain/Cryptocurrency, with offices in San Francisco, London, Brooklyn, and Remote locations. They have a small team of 11-50 employees.

Introduction

ConsenSys is seeking a Community Support Manager to join their Customer Success team. This role focuses on educating and supporting users of ConsenSys products, including MetaMask, by creating and implementing community moderation strategies, managing user-generated content, and fostering a safe and engaging online environment.

Responsibilities

• Create and implement a community building and moderation strategy, coordinating with stakeholders across the company.
• Review and moderate user-generated content and profiles across various platforms, including forums, comments, and images.
• Manage the banned user process, tracking and removing spammers and abusers.
• Maintain and update moderation guidelines.
• Monitor and analyze benchmarks for moderation effectiveness, producing reports on statistics, progress, and outcomes.
• Provide feedback and insights from community moderation to Customer Success and Product teams.
• Monitor industry news to anticipate potential hot topics.
• Proactively create content to inform users about product releases, bugs, and updates.
• Create, lead, and manage external moderator programs.
• Lead internal and external community moderators in executing the community moderation plan.

Requirements

• 3+ years of work experience in a comparable role at a software product company.
• Passion for helping both end-users and developers utilize ConsenSys products.
• Proven track record of writing or producing best-in-class content.
• Authentic, creative, and occasionally humorous or quirky personality.
• Fluent in English.
• Strong organizational skills, self-starter, and proactive approach.
• Well-versed in the blockchain technology industry.
• Ability to effectively communicate information and report statistics.
• Professionalism when engaging with emotional or aggressive community members.
• Team player, detail-focused, and reliable.
• Good knowledge of customer service principles.

Nice to Have

• ConsenSys encourages applicants who may not meet all requirements to apply if they believe they have the necessary skills for a remote-friendly, startup environment.

Benefits

• Remote-first work environment with a global team.
• Equity ownership in the company.
• Flexible working arrangements with asynchronous work culture.
• Competitive benefits package.
• Continuous learning and development opportunities through on-the-job learning, ConsenSys Advance Program (Coursera access, bespoke programs), and ConsenSys Academy.
• Unlimited vacation/holidays and company-wide “zero productivity” days for rest.
• Recognition and networking within the blockchain and Web3 ecosystem.

About Company

ConsenSys is a leading Ethereum software company dedicated to a vision of data sovereignty and financial well-being accessible to all. They believe in Ethereum and decentralized protocol technology as a trustworthy foundation for value creation and sharing. Their product suite includes Truffle, Infura, Quorum, Codefi, MetaMask, and Diligence, serving millions of users and supporting billions in digital assets. ConsenSys enables developers, enterprises, and individuals globally to build next-generation applications and access the decentralized web. MetaMask focuses on Cryptocurrency and Blockchain/Cryptocurrency, with offices in San Francisco, London, Brooklyn, and Remote locations. They have a small team of 11-50 employees.

How to Apply

• Apply through the provided link.
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