Remote
Remote
Junior
Full Time
about 1 month ago
remoteweb3community managementcustomer supportdiscordzendesk
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.
- •Proactive mindset with excellent organizational skills and ability to prioritize effectively.
- •Familiarity with analytics tools such as Looker Studio or equivalent.
What You'll Do
- •Own and moderate the Immunefi Discord server, ensuring it is active, well-structured, and welcoming for hackers, developers, and enthusiasts.
- •Respond to community queries, resolve issues, and escalate feedback to relevant teams.
- •Ensure timely communication of platform updates, new initiatives, and community-focused opportunities.
- •Create and share engaging content tailored for the Discord community, including FAQs, tutorials, and announcements.
- •Own and manage Zendesk support queues, ensuring timely resolution of inbound support tickets from security researchers and platform users.
- •Triage, prioritize, and respond to support queries with clarity and accuracy, escalating complex issues where needed.
- •Maintain and improve support documentation, FAQs, and self-serve resources to reduce ticket volume over time.
- •Track and report on support metrics including response times, resolution rates, and recurring issues.
- •Define measurable community engagement goals and develop a strategy to execute against them.
- •Monitor community health and engagement metrics, identifying trends and opportunities for growth.
- •Collect feedback from security researchers and present insights to management on a regular basis.
- •Develop initiatives to attract new ethical hackers to the Immunefi platform.
- •Work with marketing to promote Immunefi's programs and success stories within the Web3 security community.
- •Recognize and celebrate community achievements, including top bug bounties and contributions.
Nice to Have
- •Prior experience in a cybersecurity, bug bounty, or technical community role.
- •Knowledge of bug bounty programs and the broader Web3 security ecosystem.
- •Creative approach to engagement for technical communities.
Benefits
- •100% remote-first work environment, flexible schedule
- •Autonomous work environment with trusting, smart, reliable team members
- •An opportunity to be building an early-stage company in a dynamically evolving market and industry
- •An opportunity to build your own path in the company as we continue to evolve and grow
- •A global market (it’s fun to meet people from all over the world every day!)
- •A chance to make impact and participate in building and securing the ecosystem for smart contracts and the future of money (we’re protecting over $100B in user funds)
About Immunefi
Immunefi is a bug bounty and security services platform that protects crypto projects from Web3 bugs.
Singapore
50 - 100
Blockchain & Cryptocurrency