Community Manager, Immunefi

• The ideal candidate brings 1-2 years of experience in Web3 or crypto community management, with strong communication skills and a support-oriented mindset
• 1-2 years of proven experience managing online communities in the crypto/Web3 space
• Hands-on experience with Discord community management, moderation, and tooling
• Experience managing support queues, ideally with Zendesk or a similar ticketing platform
• Strong written and verbal communication skills, with the ability to simplify complex concepts
• Proactive mindset with excellent organizational skills and ability to prioritize effectively
• Familiarity with analytics tools such as Looker Studio or equivalent

Desirable

• As the Community & Support Manager, you will serve as the primary point of contact between Immunefi and its community of ethical hackers and platform users
• You will manage day-to-day community engagement, handle support queries, and ensure security researchers have the resources they need to succeed on the platform. This role focuses on managing Immunefi's presence on Discord, handling Zendesk support tickets, and keeping the community informed and engaged
• Own and moderate the Immunefi Discord server, ensuring it is active, well-structured, and welcoming for hackers, developers, and enthusiasts
• Respond to community queries, resolve issues, and escalate feedback to relevant teams
• Ensure timely communication of platform updates, new initiatives, and community-focused opportunities
• Create and share engaging content tailored for the Discord community, including FAQs, tutorials, and announcements
• Own and manage Zendesk support queues, ensuring timely resolution of inbound support tickets from security researchers and platform users
• Triage, prioritize, and respond to support queries with clarity and accuracy, escalating complex issues where needed
• Maintain and improve support documentation, FAQs, and self-serve resources to reduce ticket volume over time
• Track and report on support metrics including response times, resolution rates, and recurring issues
• Define measurable community engagement goals and develop a strategy to execute against them
• Monitor community health and engagement metrics, identifying trends and opportunities for growth
• Collect feedback from security researchers and present insights to management on a regular basis
• Develop initiatives to attract new ethical hackers to the Immunefi platform
• Work with marketing to promote Immunefi's programs and success stories within the Web3 security community
• Recognize and celebrate community achievements, including top bug bounties and contributions