Customer Support Manager


  • 1-2 years of relevant experience in customer and community support with proven ability to maintain and grow a brand’s customer success
  • Proficiency in best practices and engagement with major social media platforms including, but not limited to, Twitter, Discord, Reddit, YouTube and TikTok
  • Ability to organize thoughts and ideas in a coherent manner and articulate them succinctly
  • Ability to excel with limited resources and simultaneous responsibilities
  • Ability to build strong working relationships quickly
  • Excellent command of the English language
  • Knowledge of the blockchain, finance and/or tech industries is a plus


  • Oversee all aspects of customer support, including but not limited to user troubleshooting and community FAQs, to maintain a high level of customer happiness
  • Work closely with the development team to keep updated on site performance changes and modifications, in order to accurately communicate troubleshooting matters and to prevent further customer issues
  • Work closely with the marketing team to stay aligned on the company’s branding and communication, including visual elements and tone of voice
  • Create scripts and responses to all email or social media enquiries, improving workflow where necessary
  • Develop solutions and protocols to address and prevent reoccurring issues
  • Evaluate important metrics and prepare accurate monthly reports on our customer health and success, and suggest feasible improvements