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Community & Support Manager

ether.fi

ether.fi

Customer Service
Toronto, ON, Canada
Posted on Tuesday, April 16, 2024
About Us
ether.fi is a rapidly growing Ethereum liquid staking protocol where stakeholders retain control of their assets. The company is just a year in with a thriving community and a TVL of $3.5-4B+. We are on a broader mission to help onboard the next billion users to crypto. Protocol information can be found here.
Position Overview
We are looking for a Community & Support Manager, who will be pivotal in bridging the gap between our customers and our product team. You'll be the voice of the customer within the company, advocating for their needs and ensuring they are a priority in product development. The ideal candidate will have a proven track record of delivering best-in-class support experiences across Discord communities as well as through traditional support ticket experiences. Experience with support ticket systems, Ethereum and crypto-protocols is highly regarded. This is a hybrid role with the expectation that the team comes in 3 days per week, minimum.
Key Responsibilities
- Customer Advocacy: Serve as the voice of the customer within the organization, advocating for their needs and priorities in product development discussions.
- Customer Issue Resolution: Oversee the resolution of customer issues, concerns, and escalations, ensuring timely and satisfactory resolutions.
- Product Documentation: Create and maintain comprehensive product documentation, including FAQs, user guides, and troubleshooting resources.
- Project Coordination: Coordinate customer success project tasks, timelines, and resources to ensure timely delivery of product enhancements and updates.
- Quality Assurance: Participate in user acceptance testing (UAT) and quality assurance (QA) processes to ensure product functionality meets customer needs and expectations.
- Metrics Tracking: Monitor and analyze customer support metrics, such as response times, resolution rates, and customer satisfaction scores, to identify areas for improvement.
- Continuous CX Improvement: Implement processes and initiatives to continuously improve the efficiency and effectiveness of customer support operations.
- Solo Staker Management: Manage our Solo Stakers community end to end. Onboarding new stakers, trouble-shooting their questions and engaging this part of our community.
Qualifications
- Excellent written and verbal communication skills
- You’re a natural-born evangelist with infectious enthusiasm
- You’re a builder and enjoy coming up with new ideas. You have a startup mindset.
- You love learning a product inside and out, and educating customers on exciting new features and industry best practices
- You have team management experience and enjoy leading individuals and projects
- You have a deep understanding and passion for crypto and Ethereum
- You would describe yourself as operationally-minded and customer-centric
- You’re familiar with managing crypto-specific communities on Discord
- You’re familiar with modern ticketing, customer engagement, and content/knowledge management solutions within customer service environments (e.g. Mava, Zendesk, Desk.com, Help Scout)
Benefits
- Competitive salary and equity offerings
- Opportunity to work with cutting-edge technology in the digital asset industry
- Professional development and training opportunities
- Collaborative and inclusive work culture
- Exciting company events and team-building off-sites