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 Meta Mask 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.

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.

We are seeking a highly organized and proactive Senior Community Support Manager to serve as a vital link between Meta Mask end-users, internal teams, and external partners. The ideal candidate will oversee processes and communications related to the Meta Mask community sentiment, issue escalation, documentation, training, and customer support for both Meta Mask 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.

• Provide timely and empathetic customer support for Meta Mask 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 escalated 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.

• Internal Updates:
  Be the face of the Community Support team by sharing Meta Mask 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 Meta Mask and other departments.
• Community Announcements:
  Coordinate with Meta Mask Marketing to enhance announcements' volume and quality and manage communication on sensitive topics.

• FAQs & Knowledge Base:
  Update shared Meta Mask 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.

• Sentime…