Job description
Immunefi is the premier security platform for the decentralized economy. We protect billions of dollars in user funds by connecting the world's most ethical hackers with the leading blockchain protocols. We are not just a software company; we are the trust layer of Web3. 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. Beyond execution, this role requires a process improvement mindset. You will be expected to identify operational bottlenecks, propose and implement solutions, and leverage automation and AI tools to reduce repetitive tasks while improving the quality of support delivered to our community.
Requirements
- 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. - Demonstrated ability to identify process inefficiencies and implement improvements independently. - Experience with AI-powered support tools, chatbots, or automation platforms. - Proactive mindset with excellent organizational skills and ability to prioritize effectively. - Familiarity with analytics tools such as Looker Studio or equivalent.