MetaMask

Senior Community Support Manager

MetaMask

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $123,000 - $153,000 per year

Job Level

Senior

About the role

  • 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.
  • Be the face of the Community Support 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.
  • Post updates in appropriate channels and tag leads and team members to keep aligned.
  • 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.
  • Coordinate with MetaMask Marketing to enhance announcements' volume and quality and manage communication on sensitive topics.
  • Update shared MetaMask FAQ-like documents; review and archive them regularly to ensure accessibility and relevance. Manage tools and documentation processes.
  • Create simplified versions of PR documentation tailored for our contractors.
  • Develop and maintain a crisis scaling playbook outlining actions for severity stages during major launches or urgent issues.
  • Monitor changes, events, and updates that could affect products. Provide high-level summaries of user sentiment, giving more frequent updates during critical issues.
  • Help the team distinguish real concerns from “noise” to avoid over-escalating issues.
  • Monitor the team’s open issues, ensure resolution, and escalate stalled concerns to appropriate teams (e.g., Linea contacts).
  • 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.
  • Facilitate training through live tickets, live chats, shadowing sessions, and Thinkific course completions. Grow comfort and skillset on MetaMask.

Requirements

  • Comfortable working directly with community platforms like Discord, Discourse, Reddit, Telegram, and X, providing concise, well-thought-out responses to inquiries and escalations.
  • Proven ability to manage complex schedules, resources, and documentation across teams and regions.
  • 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.
  • Experience maintaining strong cross-functional relationships and acting as a key point of contact across teams and stakeholders.
  • Experience in building frameworks/playbooks for responding to crisis events and managing escalation protocols effectively.
Benefits
  • Background checks will be required for this position

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
crisis managementdocumentation managementescalation protocolscommunity supportuser sentiment analysisFAQ managementcommunication strategiestraining facilitationconcise writingtechnical simplification
Soft skills
empathycommunicationrelationship managementproblem-solvingteam collaborationpublic speakingadaptabilityorganizationactive listeningproactive engagement