Senior Community Support Manager
About This Role
As a Senior Community Support Manager, you'll play a critical role in nurturing our community and ensuring seamless support for MetaMask and Linea users. You will lead efforts in managing community sentiment, escalating issues, optimizing documentation, and driving customer engagement across various social media platforms. Your impact will directly contribute to defining the future of blockchain customer interaction.
What You'll Be Doing
Provide timely and empathetic customer support for MetaMask and Linea users across platforms like Discord, Reddit, X (Twitter), and Telegram.
Monitor discussions and user sentiment, answer inquiries, troubleshoot issues, and escalate complex cases effectively.
Proactively address recurring user concerns and collaborate with internal teams to resolve critical pain points.
Ensure alignment between community conversations and updates from technical/product teams during launches and incidents.
Act as the voice of the Community Support team, sharing MetaMask end-user updates with internal and external teams.
Coordinate with MetaMask Marketing to enhance the volume and quality of community announcements.
Flag urgent or sensitive issues to appropriate teams (e.g., User Safety, PR, Marketing).
What We're Looking For
Proven experience in community management or customer support, preferably within the blockchain or tech industry.
Strong organizational and proactive problem-solving skills.
Excellent communication and coordination abilities.
Ability to work collaboratively with diverse internal teams.
Deep understanding and empathy for user needs and concerns.
Why Join Us
Work on cutting-edge tools, infrastructure, and applications that scale Web3 for a billion participants.
Constantly exposed to new concepts, ideas, and frameworks, keeping you at the top of your game.
Be part of a network of builders with opportunities for growth and entrepreneurial endeavors.
Define the future of customer engagement in the rapidly evolving blockchain space.
About ConsenSys
ConsenSys is a pioneering blockchain software company dedicated to building the foundational infrastructure, tools, and enterprise solutions that power the decentralized future of the internet. As a global leader in the Ethereum ecosystem, we are shaping how businesses and individuals interact with blockchain technology, making it accessible, secure, and scalable. Our mission is to empower developers, entrepreneurs, and institutions to innovate and thrive in the Web3 space, driving the next generation of digital transformation across various industries globally. Our culture at ConsenSys is built on collaboration, continuous learning, and a shared passion for groundbreaking technology. We foster an environment where diverse perspectives are valued, and every team member is encouraged to contribute to our collective success. We embrace agile methodologies and a meritocratic approach, ensuring that impactful ideas can come from anywhere within the organization as we tackle complex challenges in decentralized finance, supply chain, and digital identity. Joining ConsenSys means being at the forefront of a rapidly evolving technological landscape. We offer unparalleled opportunities for professional growth and skill development within a dynamic, geographically distributed team spanning EMEA, the USA, and Canada. If you are a visionary problem-solver eager to make a tangible impact on the future of technology and society, contributing to projects that redefine digital interactions, we invite you to explore our open positions and help us build the next chapter of the internet.
Ready to Apply?
To submit your application for this position, please visit ConsenSys's official website and follow their application process.