Community Lead

dYdX; New York (NY); Presencial; USD 80.000 - 120.000; Jornada completa

Descripción de la vacante

Arcus is seeking a Community Lead with a trader's mindset to be the first line of contact for our VIP traders. You’ll manage hundreds of chats on Telegram, Discord, and X, delivering rapid responses and escalating issues when needed.

You will guide traders through Arcus products, VIP tiers, and platform updates, building trusted relationships. This hands-on role collaborates with Product, Engineering, Growth, and Marketing to keep traders engaged.

Formación

• 4+ years in community, trader support, VIP relations or customer escalations in crypto or trading products.
• Active trader with experience in perps, spot, or stock tokens; understands funding and order book behavior.
• Strong Telegram, Discord, and X engagement with high responsiveness.
• Composure under pressure and professional communication.

Responsabilidades

• VIP trader support across Telegram, Intercom, Discord, and X DMs; resolve and close tickets.
• VIP trader experience and product/fees guidance; maintain relationships.
• Monitor community sentiment across channels; moderate and keep channels active.
• Track trader growth, churn, and trends; provide clear recommendations to Growth.
• Local market support in key regions; onboard traders and support campaigns.
• Produce weekly internal reports on feedback about fills, listings, fees, UX and competitors.

Conocimientos

Community/trader support

Active trader experiences

Telegram/Discord/X presence

Composure under pressure

Priority judgment

Clear communication

Moderation leadership

Herramientas

Dune

SQL

Descripción del empleo

At Arcus, our mission is to empower anyone to build wealth by making investing accessible, affordable, and simple. The team behind Arcus previously built dYdX, helping power over $1.5 trillion in trading volume. Now we're bringing the world's financial markets onchain.

Built in partnership with Robinhood Chain and backed by a direct investment from Robinhood Crypto, Arcus brings crypto, stock tokens, commodities, and perpetual futures into one self-custodied account.

Our vision is to build the world's best spot and perpetuals exchange - trusted, accessible, and reliable, with deep liquidity and accurate prices. Every asset, 24/7.

• Experienced team: Google, Meta, Citadel, DRW, IMC Trading, Stripe, Coinbase, and more.
• Leading backers and advisors: Andreessen Horowitz, Polychain Capital, Brian Armstrong, Fred Ehrsam, Naval Ravikant, Elad Gil, and more.

Join us in shaping the next generation of global financial markets!

Learn more about working at Arcus

Role Overview

We're looking for a Community Lead who's a trader at heart, someone deeply plugged into the markets and the chats. You'll be the first to know what's happening and the person our traders want to talk to.

You're deeply active on Telegram, Discord, and X, and you can keep hundreds of conversations moving without leaving the people who matter waiting. You'll build consistent coverage across our Telegram chats, where 300+ VIP traders and our community reach you directly, with a first-response standard of under 12 hours, faster for top-tier accounts and live incidents. You'll run the team and rotation that makes that coverage sustainable and keeps it engaging. You know who's a top trader and who's noise, you answer the people who matter first, and you make sure nobody important waits.

You can calmly acknowledge, process, and resolve complaints, including closing the loop with the user. When the market gaps or something breaks, you're the one in the chat, staying calm and accurate, and you never take it personally.

This is a hands-on role where you'll work closely with Product, Engineering, Growth, and Marketing.

Done well, this role is the difference between traders who churn and traders who stay. You'll be the human face of Arcus to the people who matter most, building the trust and relationships that keep our community loyal and turning real trader feedback into a better product for everyone.

Responsibilities

• VIP trader support: you answer our VIP traders across their Telegram chats, Intercom, Discord, and X DMs. You fix what you can yourself, upscale the rest with a concise summary, and follow up until the trader knows it's closed.
• VIP trader experience: you're the go-to person for our highest-volume traders. You walk them through Arcus products, our VIP tiers and fees, and new launches and platform updates, and build relationships that keep them trading on Arcus.
• Community sentiment: you keep a pulse on how traders feel across Telegram, Discord and X. You spot frustration early, step in (and elevate internally) before it spreads, and keep traders informed during outages and market events. You keep our Discord and Telegram channels active, on-topic and useful. You manage our moderator team.
• Market insights: you track trader growth, churn and retention by cohort, market and channel, and what competitors are doing. You spot trends early, flag churn risks before traders leave, and turn this into clear recommendations for the Growth team.
• Local market support: you may play a core role in one of our key markets, using your network and local knowledge to onboard traders, build relationships and support campaigns there.
• Product feedback: you own and deliver weekly internal reporting on what VIPs and the community say about fills, listings, fees, UX and competitors, including churn-risk accounts flagged to Growth.

Requirements

• 4+ years in community, trader support, VIP relations or customer escalations at a crypto-native or trading product.
• You trade actively, perps, spot or stock tokens. You understand funding, liquidations, fee tiers and order book behavior from your own trading. When a trader says they were liquidated unfairly, you can validate or invalidate.
• Deeply active on Telegram, Discord and X. You can keep hundreds of chats moving without anyone important waiting.
• Composure under pressure. Angry traders, public criticism and 2am pings don't rattle you. You're able to remain professional and never respond with frustration.
• Judgment about priority. You can tell a whale from a tourist and a real bug from a complaint.
• You write fast, clearly and accurately, and you know when to say "I’ll check" instead of guessing.
• You've worked with or led moderators or a support team.

Nice To Haves

• Speak Korean, Chinese, Japanese or another language from a key APAC trading market, and know those trader communities
• Previous work at a perp DEX (decentralized perpetual-futures exchange), a centralized exchange's VIP desk, or a prediction market
• Comfortable pulling trader data yourself (Dune, SQL or spreadsheets)
• Know points, referral or affiliate programs from the trader's side

Salary range for this job is $80,000 to $120,000 USD (NY). Compensation subject to experience and location. Published salary bands pursuant to transparency laws, and do not include possible variable compensation such as annual merit increases, bonus eligibility, commission, or equity incentive.