Senior Community Support Manager - Remote

Overview

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

In Short

• Provide timely and empathetic customer support across community platforms.
• Monitor discussions and user sentiment on all channels.
• Proactively address recurring user concerns.
• Ensure alignment between community conversations and updates.
• Share MetaMask end-user updates with relevant stakeholders.
• Coordinate with MetaMask Marketing on community announcements.
• Update shared FAQ-like documents and manage documentation processes.
• Monitor the team’s open issues and ensure resolution.
• Facilitate training to grow team comfort and skillset.
• Act as the main bridge between community and MetaMask teams.

Requirements

• Experience in community engagement and technical acumen.
• Strong organization and project management skills.
• Exceptional written and verbal communication skills.
• Relationship management experience across teams.
• Experience in crisis management and escalation protocols.

Benefits

• Work in a remote-friendly environment.
• Be part of a diverse team.
• Opportunity to influence the future of Blockchain customer engagement.
• Exposure to new concepts and frameworks.
• Chance to work on innovative projects.