Community Support Manager (Satellite Offices)

  • ShapeShift
  • Zug, Switzerland
  • Jul 19, 2018
Full time Customer Service

Job Description

JOB OVERVIEW

 

As the Community Support Manager, you will play a critical role in reaching out to the crypto and blockchain community through in-depth engagement on social media. The focus will be on engaging with users and crypto enthusiasts by accurately answering questions, being responsive and empathetic to user needs, and finding solutions to user issues across all of our platforms. Therefore, knowledge of blockchain technology and ability to work on multiple projects simultaneously are crucial requirements for this role.

 

The ideal candidate is someone who is focused, highly-organized, and a skilled multi-tasker. This person should be someone who desires to make a real impact on an organization and likes to problem-solve and find new solutions. This candidate should also be open to daily changes in workflow and protocol (and force us to improve workflows).  

 

As the Community Support Manager,  you will be working very closely with customer support as well as auxiliary marketing team members. This is an exempt position and will be required to work on a rotating, on-call weekend shift.

This role will initially report directly to the Social Media Manager.

 

NOTE: No asshole policy.

 

WHAT YOU GET TO DO EVERYDAY

 

  • Monitor, manage, and engage with users across all company and product social media channels and forums, including, Facebook, Twitter, Instagram, Reddit, Quora, and LinkedIn
  • Monitor and respond to all product reviews on the Apple App Store, Google Play Store, and various other review sites
  • Respond to all marketing support tickets
  • Help build our presence on WhatsApp, Telegram, Line, etc.
  • Track and analyze statistics and reports for all platforms to gain insight into our market and ensure we have the most effective strategy possible
  • Work with the Social Media Manager and Legal Department to update and create messaging for any community issues that arise
  • Research and report on relevant crypto news and products to Marketing Team
  • Act as a knowledgeable resource for our customers and community
  • Develop a strategy to reach new groups on existing social channels

 

WHAT YOU BRING TO THE ROLE

 

  • 1-2+ years of experience in a customer service or customer support role
  • Prior experience with community management and social media platforms
  • Basic-to-intermediate knowledge of blockchain technology, digital tokens, and ICO’s, with a desire to learn more
  • Exceptional written communication skills that give you the ability to respond appropriately to comments, based on the scenario, platform, and tone
  • Detail oriented, responsible, and professional
  • Excellent interpersonal skills with the ability to communicate and show empathy to all users, regardless of their communication style
  • Flexibility with schedule in critical crisis times and tight deadlines
  • Excels at problem-solving - identifies and resolves problems time efficiently; gathers and analyzes information; develops solutions
  • Experience with social media management tools (e.g., Sprout Social) and the initiative to discover new tools to boost team productivity and tracking

 

BONUS ATTRIBUTES

 

  • Advanced knowledge of blockchain technology and the cryptocurrency industry
  • Familiarity with Slack
  • Familiarity with WordPress and other CMS’s
  • Familiarity with financial concepts and global macroeconomic issues
  • Fluency in any other languages