Senior Community Support Manager, ConsenSys

• 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
• Collaboration and a willingness to be a vocal and active team member are essential
• Community Engagement & Technical Acumen: Comfortable working directly with community platforms like Discord, Discourse, Reddit, Telegram, and X, providing concise, well-thought-out responses to inquiries and escalations
• Organization & Project Management: Proven ability to manage complex schedules, resources, and documentation across teams and regions
• Communication: Exceptional written and verbal communication skills; ability to simplify technical information for diverse audiences. Willing to speak to large groups of people and engage with new people
• 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, detailing your relevant transferable skills in your cover letter

Desirable

• 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
• This lead role requires operational excellence in handling user-related concerns, community engagement, and major product updates
• Provide timely and empathetic customer support for MetaMask 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 escalate 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 Suppot team by sharing MetaMask 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 MetaMask and other departments
• Community Announcements: Coordinate with MetaMask Marketing to enhance announcements' volume and quality and manage communication on sensitive topics
• FAQs & Knowledge Base: Update shared MetaMask 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
• Sentiment Analysis: Monitor changes, events, and updates that could affect products. Provide high-level summaries of user sentiment, giving more frequent updates during critical issues
• Escalation Management: Help the team distinguish real concerns from “noise” to avoid over-escalating issues
• Issue Resolution: Monitor the team’s open issues, ensure resolution, and escalate stalled concerns to appropriate teams (e.g., Linea contacts)
• Key Contact Advocacy: Act as the main bridge between community and MetaMask teams, advocating for early testing access and involvement. Ensure smooth communication for launches and ongoing issues
• Team Development: Facilitate training through live tickets, live chats, shadowing sessions, and Thinkific course completions. Grow comfort and skillset on MetaMask