Community Manager

About Immunefi

Immunefi is the premier security platform for the decentralized economy. We protect billions of dollars in user funds by connecting the world's most ethical hackers with the leading blockchain protocols. We are not just a software company; we are the trust layer of Web3. We are currently navigating an exciting chapter of "Refounding," returning to our roots of high standards, speed, and product excellence.

Location

Remote (Global) – Must overlap 4+ hours with EU Business Hours.

The Opportunity

As the Community & Support Manager, you will serve as the primary point of contact between Immunefi and its community of ethical hackers and platform users. You will manage day-to-day community engagement, handle support queries, and ensure security researchers have the resources they need to succeed on the platform. This role focuses on managing Immunefi's presence on Discord, handling Zendesk support tickets, and keeping the community informed and engaged.

Beyond execution, this role requires a process improvement mindset. You will be expected to identify operational bottlenecks, propose and implement solutions, and leverage automation and AI tools to reduce repetitive tasks while improving the quality of support delivered to our community.

The ideal candidate brings 1-2 years of experience in Web3 or crypto community management, with strong communication skills and a support-oriented mindset.

Please Note: While we are a global & fully remote organization, to best align with the rest of the department, we require applicants to be willing to work within European timezones.

What You Will Champion

Social Platforms & Community Management

• 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.

Support & Ticket Management

• 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.

Continuous Improvement & Automation

• Identify bottlenecks and inefficiencies in community and support workflows, proposing and implementing solutions to improve operational performance.
• Analyze recurring support issues and community questions to surface patterns, then translate these into documentation updates, process changes, or product feedback.
• Implement and