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ether.fi
Community & Support Manager
about 2 months ago | 275 views | 17 applications

Community & Support Manager

Full-time
Toronto
Per year
$120,000 To $140,000

About the company

ether.fi is a rapidly growing Ethereum liquid staking protocol empowering stakeholders to retain control of their assets. With just a year under our belt, we've cultivated a thriving community and achieved a Total Value Locked (TVL) of $1.5 billion. Our protocol information can be found here.

Job Summary

Key Responsibilities

📍 Customer Advocacy: Serve as the voice of the customer within the organization, advocating for their needs and priorities in product development discussions. 📍Customer Issue Resolution: Oversee the resolution of customer issues, concerns, and escalations, ensuring timely and satisfactory resolutions. 📍Product Documentation: Create and maintain comprehensive product documentation, including FAQs, user guides, and troubleshooting resources. 📍Project Coordination: Coordinate customer success project tasks, timelines, and resources to ensure timely delivery of product enhancements and updates. 📍Quality Assurance: Participate in user acceptance testing (UAT) and quality assurance (QA) processes to ensure product functionality meets customer needs and expectations. 📍Metrics Tracking: Monitor and analyze customer support metrics, such as response times, resolution rates, and customer satisfaction scores, to identify areas for improvement. 📍Continuous CX Improvement: Implement processes and initiatives to continuously improve the efficiency and effectiveness of customer support operations. 📍Solo Staker Management: Manage our Solo Stakers community end to end. Onboarding new stakers, trouble-shooting their questions and engaging this part of our community.

Qualifications

📍 You’re a natural-born evangelist with infectious enthusiasm 📍You’re a builder and enjoy coming up with new ideas. You have a startup mindset. 📍You love learning a product inside and out, and educating customers on exciting new features and industry best practices 📍You have team management experience and enjoy leading individuals and projects 📍You have a deep understanding and passion for crypto and Ethereum 📍You would describe yourself as operationally-minded and customer-centric 📍You’re familiar with managing crypto-specific communities on Discord 📍You’re familiar with modern ticketing, customer engagement, and content/knowledge management solutions within customer service environments (e.g. Mava, Zendesk, Desk.com, Help Scout)

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