Community manager in crypto

EMCD is a leading technology company in the crypto industry, best known as the largest mining pool in Eastern Europe. We are expanding globally and building a comprehensive ecosystem of crypto services, including payment infrastructure, custody, mining solutions, and enterprise-grade tools for businesses and institutions. We are looking for a Community Manager to manage and develop our Russian-speaking Telegram communities, support users through everyday inquiries and critical product updates, and turn community feedback into actionable insights for our Product and Support teams.

• Monitor 5 Telegram chats and direct messages on the work account daily, addressing unanswered questions, filtering spam, and managing negative sentiment.
• Answer user inquiries regarding crypto mining, payouts, fees, Coinhold, and the functionality of our two mobile applications.
• De-escalate tense situations with frustrated or aggressive users, identify the root cause of their issues, and guide them toward a resolution.
• Coordinate sensitive communications with Product, Support, and Legal teams, ensuring clear, verified messaging without unconfirmed promises.
• Stay actively engaged in the chats throughout technical incidents, providing timely, transparent, and factual updates to the community.
• Route complex technical inquiries (approximately 20% of all requests) to Support channels in Slack and follow up with users in Telegram once their issues are resolved.
• Deliver weekly summaries of key community pain points and user feedback to the Product and Support teams.
• Enforce community guidelines through warnings, mutes, and bans; manage moderation bots (Chat Keeper, Glados Bot); and keep FAQ resources up to date.
• Partner with the AI team to implement community automation tools, including ticket classification, keyword monitoring, and sentiment analysis.
• Organize weekly activities (polls, contests, and giveaways) in collaboration with SMM, maintain monthly activity leaderboards, and host AMA sessions with SMM and BD teams.
• Maintain Community Management KPI sheets and Community Events & Statistics logs, and track operational tasks in Jira.
• 2+ years of experience as a Community Manager or Moderator in crypto, fintech, or gaming, managing communities with several thousand members.
• Solid understanding of crypto and mining fundamentals, including mining pools, hashrate, payouts, fees, wallets, and blockchain networks.
• Native Russian speaker with Upper-Intermediate (B2+) written English.
• Proven experience handling conflicts and demanding audiences, with strong stress resilience.
• Strong crisis communication skills, with the ability to prioritize verified facts over premature promises during incidents.
• Hands-on experience configuring Telegram moderation bots (Chat Keeper, Combot, Rose, or equivalents).
• Experience organizing community events, contests, and AMA sessions.
• Readiness to cover evening, weekend, and holiday shifts according to a rotation schedule.
• Proficiency in working with metrics, KPI dashboards, and Google Sheets.
• Будет плюсом:
  Previous experience working at a mining pool, crypto exchange, or crypto wallet provider;
  Background in Customer or Product Support within a crypto service;
  Former Support specialists with proven community management skills are strongly considered;
  Experience implementing AI-driven tools for community automation and analytics;
  Familiarity with Jira and Slack;
  Experience engaging with English-speaking communities across other regions
• Remote-first company — work from anywhere in the world.
• Flexible schedule aligned with team shift rotations.
• Extended time off: 20 paid vacation days + 12 bonus days per year.
• 100% paid sick leave.
• Professional growth support (courses, certifications, and training programs).
• Real impact and ownership in fintech and crypto projects.
• Corporate benefits: EMCD product discounts and access to mining infrastructure.