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Job Description
We’re seeking a dedicated and experienced Community Support Manager with development skills to join our team. This individual will be instrumental in implementing an effective community support strategy for our developer-focused product suite, ensuring that our customers receive timely and accurate assistance. They will be responsible for actively engaging with our developer community, assisting them in troubleshooting and deciphering code, monitoring community interactions, and fostering a positive and inclusive environment.
Responsibilities
- Implement effective community support strategies to ensure members receive timely and accurate assistance through various channels, including Discord, community forums, social media, and more.
- Actively engage with community members, addressing their questions, concerns, and feedback, and using this information to improve the product and support services.
- Collaborate with other departments, such as product development, marketing, and sales, to ensure community feedback is considered in decision-making processes and that support services align with the organization’s overall goals.
- Create and maintain support resources, such as FAQs, knowledge bases, and tutorials, to empower community members to find answers independently.
- Foster a positive community culture by promoting a welcoming and inclusive environment, encouraging members to support one another and share their experiences.
- Monitor community interactions to ensure compliance with platform policies and guidelines, taking appropriate action when necessary.
- Escalate any issues, observations, opportunities, and insights to the relevant internal stakeholders.
Qualifications
- Must have experience in supporting and troubleshooting web applications, JSON and Rest APIs
- Must have understanding JavaScript, Solidity, web3 packages and libraries like web3.js, ethers.js
- Prefer work experience as a community support moderator or a similar role.
- Experience with social media engagement, management, and platforms such as Discord and Twitter.
- Excellent English language skills
- 2+ years of experience in a technical support or customer service role, preferably within the blockchain or cryptocurrency industry.
- Understanding of Ethereum, web3 development, and the blockchain ecosystem from development perspectives
- Strong analytical and troubleshooting skills.
- Strong verbal and written communication, including active listening, conflict resolution, and customer empathy
- Ability to work effectively under pressure
- A customer-centric mindset and a passion for providing exceptional support
Location: Remote.
For More Information: COMMUNITY SUPPORT MANAGER
