Protocol Support Manager

Risk Labs Foundation

Protocol Support Manager ensuring high quality and trustworthy outcomes across automated systems at Risk Labs. Requires adaptability and collaboration in the blockchain space.

Posted 5/14/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

The successful candidate will be responsible for ensuring high quality, accurate, and trustworthy outcomes across automated, client, and user-facing systems.
We're looking for a Protocol Support Manager to play a critical human-in-the-loop judgement role within various systems to ensure correctness, trust, and resolution quality at the edges of automation.

Requirements

What you’ll need

Build deep working knowledge across both protocols and apply it to confident judgment calls on resolutions, escalations, and user support issues.
AI quality assurance and training: review AI generated responses, identify failures and support corrective training, contribute meaningful feedback to improve the overall systems.
Triage and resolution: apply knowledge and resourcefulness to resolve questions and issues on a very broad spectrum of topics.
Verification and high quality decision making: Evaluate and validate the accuracy of protocol-related proposals, apply structured reasoning to ambiguous scenarios and determine the best outcome and decision.
Operational flexibility: take pride in your adaptability and collaborative approach to work, be comfortable pushing the boundaries as your work evolves day to day, and take ownership as a connective tissue between internal and external people and systems.
Communicate efficiently and collaboratively with product, engineering, and marketing while balancing a cross-functional role with flexibility.
identify recurring issues and provide structure feedback or solution suggestions and be willing to work cross functionally (marketing, product, eng) to improve our overall systems and product.

Benefits

Comp & perks

We support personal wellness, professional growth, and flexible work environments — whether you’re family-focused, nomadic, or somewhere in between.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI quality assuranceprotocol knowledgedecision makingstructured reasoningissue resolutionfeedback contributiontraining supportverificationescalation managementautomated systems

Soft Skills

adaptabilitycollaborationcommunicationresourcefulnessproblem-solvingcross-functional teamworkownershipjudgmentflexibilitytrustworthiness