Client Operations Lead, Web3 SaaS

Magna; New York (NY); On-site; USD 70,000 - 100,000; Full time

Job summary

Magna is building software infrastructure for web3 networks and protocols, offering Carta for Web3 to manage employee vesting, token unlocks, and community claims. Join a small NYC/Europe team backed by top investors.

As Client Operations Manager you’ll onboard customers, provide timely support via Telegram and Intercom, help with onboarding spreadsheets, become a product expert, and coordinate with engineering to translate requests into feasible work while managing support tickets across

Qualifications

• Experience in customer success, account management, or technical support in a SaaS, fintech, or web3 company.
• Strong communication skills: liaise with both technical and non-technical stakeholders.
• Problem-solving mindset: resourceful, solution-oriented, and able to troubleshoot issues with agility.
• Technical aptitude: comfortable learning complex products and troubleshooting technical issues.
• Organized and detail-oriented: able to manage multiple inquiries and prioritize effectively.
• Familiarity with web3/crypto is a strong plus.

Responsibilities

• Onboard new customers: Guide customers through onboarding and adoption of Magna's products and services.
• Be highly responsive: Monitor Telegram and Intercom, providing timely support and addressing questions or issues.
• Hands-on support: Help customers complete onboarding spreadsheets with accurate formatting and data integrity.
• Product expertise: Become a go-to expert on Magna's product suite and help customers leverage all features.
• Coordinate with engineering: Collaborate with the technical team to assess feasibility of requests and provide feedback.
• Support ticket management: Monitor and address tickets from stakeholders across all projects, ensuring timely resolutions.

Skills

Customer success

Account management

Technical support

Communication

Problem-solving

Job description

Magna is building software infrastructure for web3 networks and protocols, offering Carta for Web3 to manage employee vesting, token unlocks, and community claims. Join a small NYC/Europe team backed by top investors.

As Client Operations Manager you’ll onboard customers, provide timely support via Telegram and Intercom, help with onboarding spreadsheets, become a product expert, and coordinate with engineering to translate requests into feasible work while managing support tickets across