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Community Support Manager

United States - Remote
Full-time

At ConsenSys, we have a vision of a world where data sovereignty and financial well-being is accessible to every person and organization. We believe Ethereum and decentralized protocol technology is a more trustworthy and equitable foundation for how we create and share value across the web. On this trusted, open-source foundation, we can accelerate the world’s transition to a universally accessible network of distributed participants where transparency, security, and freedom are fundamental.

Our product suite, composed of Truffle, Infura, Quorum, Codefi, MetaMask, and Diligence, serves millions of users, supports billions of blockchain-based queries for our clients, and has handled billions of dollars in digital assets. As the leading Ethereum software company, ConsenSys enables developers, enterprises, and people worldwide to build next-generation applications, launch modern financial infrastructure, and access the decentralized web. To learn more about ConsenSys, and explore our products and solutions, visit http://consensys.net/

 

Why join ConsenSys?

Remote first. You’ll be joining a team based all over the world. Providing the unique opportunity to work with people from across 6 continents. 
Equity. We believe in ownership and want everyone to have a stake in our future success; that’s why you’ll receive equity when you join us.
Flexible working arrangements. With our global workforce, we have fine-tuned asynchronous working, which means we have a lot of flexibility in the structure of when we work and how we work together. 
Competitive benefits. We have a comprehensive and competitive benefits package to make sure we’re looking after you and what matters most.
Continuous learning and opportunities. We provide ongoing growth and development through on-the-job learning and the ConsenSys Advance Program, which includes full access to Coursera, bespoke and technical learning programs, and ConsenSys Academy, our world-class blockchain and Ethereum program. 
Unlimited vacation/holidays. We value downtime to recharge and reset, ensuring everyone at ConsenSys has a work/life balance. In addition, company-wide, we participate in “zero productivity” days to take a break from work, shut down, and sit back and relax. 
Recognized in the blockchain and Web3 ecosystem. Working at ConsenSys is a tremendous reference for your career. You’ll join a network of entrepreneurs and technologists that extends across the global crypto ecosystem.
 

About Customer Success team

The Customer Success team at ConsenSys is focused on exactly that: making our customers successful. We’re looking for people who will step towards a customer who is asking for help and respond with innovative and creative ideas to help them course-correct. If you value constructive customer engagement and want to define the future of Blockchain production operations, we’d love to hear from you.

The Community Manager will work within the Customer Success team to provide education and support to ConsenSys product developers and end-users. They will create and implement a community moderation strategy, monitoring and moderating user-generated content to ensure that the online community is maintained as a safe and fun environment. This role coordinates with the product teams to support their mission, ensuring a safe and legal community environment, promoting excellent customer service, education, and help to cultivate a strong community around the brands.

Responsibilities

  • Create and implement a community building and moderation strategy. Coordinate with stakeholders across the company to ensure its effectiveness and provide superior customer service and support to the communities.
  • Review and moderate all user-generated content and user profiles within forums, comments, images, liaising with other teams when required.
  • Manage the banned user process. Track and remove spammers and abusers of the community platform.
  • Maintain the moderation guidelines and ensure they are up to date.
  • Monitor effective benchmarks for measuring moderation. Analyze, review, and report on the effectiveness of moderation policy
  • Produce reports on relevant statistics, goal progress, and outcomes.
  • Regularly provide feedback and insights gained from community moderation to the Customer Success and Product teams.
  • Monitor industry and company information and news to anticipate potential hot topics
  • Proactively create content to notify users of current product releases, bugs, updates, and other relevant information.
  • Create, lead, and manage an external moderator program
  • Lead internal and external community moderators in executing the community moderation plan


Job Requirements:

You have 3+ years of work experience in a comparable role at a software product company. You are passionate about helping both end-users and developers and find it fulfilling to help millions of them to use ConsenSys products better.

You have a track record of writing or producing best-in-class content. You are known as someone who is authentic and creative and can be funny or quirky on occasion. You are fluent in English.

You have strong organizational skills, are a self-starter, and take a proactive approach. You are well versed in the blockchain technology industry. You are able to effectively communicate information and report statistics. You posses the ability to remain professional when engaging with emotional and occasionally aggressive members of a community. You are a team player, detail focused, and reliable. You have a good knowledge of principles of customer service.

Don't meet all the requirements? Don't sweat it. We’re passionate about building a diverse team of humans and as such, if you think you've got what it takes for our chaotic but fun, remote-friendly, start-up environment—apply anyway. While we have a pretty good idea of what we need, we're ready for you to challenge our thinking on who needs to be in this role.

ConsenSys is an equal opportunity employer. We encourage people from all backgrounds to apply. We are committed to ensuring that our technology is made available and accessible to everyone. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law.

ConsenSys is aware of fraudulent recruitment practices and we encourage all applicants to review our best practices to protect yourself which can be found here

Benefits
title
Competitive benefits

We have a comprehensive and competitive benefits package to make sure we’re looking after you and what matters most.

title
Equity

We believe in ownership and want everyone to have a stake in our future success, that’s why you’ll receive equity when you join us.

title
Recognized in the blockchain and Web3 ecosystem

Working at ConsenSys is a tremendous reference for your career. You’ll join a network of entrepreneurs and technologists that extends across the global crypto ecosystem.

title
Continuous learning & opportunities

We provide ongoing growth and development through on-the-job learning, and the ConsenSys Advance Program which includes full access to Coursera, bespoke and technical learning programs and ConsenSys Academy our world-class blockchain and Ethereum program.

title
Unlimited vacation/holidays

We value downtime to recharge and reset, ensuring everyone at ConsenSys has work/life balance. In addition, company-wide we participate in “zero productivity” days to take a break from work, shut down, and sit back and relax.

title
Flexible working arrangements

With our global workforce we have fine-tuned asynchronous working which means we have a lot of flexibility in the structure of when we work and how we work together.

title
Remote first

You’ll be joining a team based all over the world. Providing the unique opportunity to work with people from across 6 continents.