Community Lead

Arcus; 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 instinct to be the first point of contact for 300+ VIP traders. You will own coverage across Telegram, Discord and X, maintain under-12-hour response times, and run a rotation that keeps coverage sustainable during outages and busy markets.

You will collaborate with Product, Engineering, Growth and Marketing to translate trader feedback into product improvements, lead a moderator team, and help build trust that keeps traders loyal and converts

Formación

• 4+ years in community or related role in crypto/trading product.
• Active trader in perps, spot or stock tokens; understands funding, liquidations, fees.
• Very active on Telegram, Discord and X; can manage hundreds of chats.
• Composure under pressure; professional even under 2am pings.
• Good judgment to distinguish whales from noise and real bugs.
• Writes clearly and quickly; knows when to say 'I'll check'.
• Experience leading moderators or a support team.

Responsabilidades

• VIP trader support across Telegram, Intercom, Discord and X DMs; fix, summarize, and close tickets.
• VIP trader experience: guide through products, VIP tiers/fees, and updates; build relationships to keep trades on Arcus.
• Monitor community sentiment; keep channels active, deter misinformation, and manage moderators.
• Track market insights; identify churn risks and provide recommendations to Growth.
• Local market support as needed; onboard traders and support campaigns.
• Deliver weekly internal reporting on feedback about fills, listings, fees, UX and competitors.

Conocimientos

Crypto trading experience

VIP/community support

Active on Telegram/Discord/X

Composure under pressure

Judgment about priority

Clear writing

Moderator leadership

Herramientas

Dune

SQL

Spreadsheets

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 (https://dydx.notion.site/Work-at-Arcus-f4e21fec1be78389a6e501f9977d6935).

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, elevate 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.