Role overview
Consensys is the leading blockchain and web3 software company founded by Joe Lubin, CEO of Consensys and Co-Founder of Ethereum. Since 2014, Consensys has been at the forefront of innovation, pioneering technological developments within the web3 ecosystem.
Through our product suite, including the MetaMask platform, Infura, Linea, Diligence, and our NFT toolkit Phosphor, we have become the trusted collaborator for users, creators, and developers on their path to build and belong in the world they want to see.
Whether building a dapp, an NFT collection, a portfolio, or a better future, the instinct to build is universal. Consensys inspires and champions the builder instinct in everyone by making web3 universally easy to use and develop on.
What you'll work on
- 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.
What we're looking for
- 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.
Tags & focus areas
Used for matching and alerts on DevFound Community Manager Non Tech Senior Customer Support Remote Blockchain Dapp Discord Ethereum Nft