Head of Community The online Community Moderator will implement the company’s online community moderation and engagement strategy, as well as to conduct all necessary customer support tasks. This role will monitor and moderate all forms of user-generated content in order to promote an inclusive, safe, fun and interactive online community environment.

This role also coordinates with the Internal Community Team to propose and implement potential community engagement and moderation strategies, and improve the internal customer support workflow system.

The main objective of this role is to ensure a safe and legal community environment, showcase excellence and NFI’s brand.

Responsibilities Implement online community moderation strategies and ensure their effectiveness Review and moderate all forms of user-generated content and user profiles within Discord channels (comments, images, videos, audio) Utilise community moderation tools where necessary to streamline the moderation process Manage the banned user process, and track and remove any potential banned users Maintain the Moderation Guidelines and ensure that they are updated regularly Service Community Admin user accounts, process emails and complaints raised in the community and escalate when necessary Liaise with the Community Team Lead to ensure that disputes raised within the community are resolved quickly and efficiently Regularly feed back insights gained from community moderation back into the Community Team Provide any forms of customer support required and expected, to the community by utilising the Customer Support tool Resolve customer queries, recommend solutions and guide users through features and functionalities Respond to all customer queries in a timely and accurate manner via email Identify customer needs and propose solutions to assist them Conduct regular follow-ups with customers to ensure ticket resolution Gather customer feedback and commonly faced issues and share with Community Team Write up Customer Success System SOPs and propose suggestions and initiatives to finetune the existing workflow process And all and any other relevant tasks pertaining to Community Moderation & Customer Success within the company

Requirements Strong organisational and multitasking skills, and posses proactiveness Punctual and committed team player who is detailed focused and reliable Working operational knowledge and understanding of online community moderation tools (especially for Discord) Good command of written and spoken English Able to effectively communicate information & insights, and report statistics Have a good knowledge of the principles of customer support and service Prior community moderation and customer support experience would be a plus Experience using customer support tools and platforms (Discord, Telegram, Twitter) Excellent problem solving and communication skills Available to work days, evenings, nights, as well as weekends if allocated

Why Join Us Do something meaningful; Be a part of the future of blockchain technology and leading company in the industry Fast moving, challenging and unique business problems International work environment and flat organisation Great career development opportunities in a growing company Possibility for relocation and international transfers mid-career Competitive salary Flexible working hours, Casual work attire