Community manager in crypto

EMCD; Stati Uniti; Remoto; USD 60.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Remote-first

Paid time off

Sick leave

Professional growth support

Crypto product discounts

Descrizione del lavoro

EMCD is a remote-first technology company in crypto, expanding globally. We seek a Russian-speaking Community Manager to support multiple Telegram chats, answer inquiries, de-escalate issues, and coordinate with Product, Support, and Legal. You will implement automation, track KPIs, and help shape product feedback.

You will also organize weekly activities, manage moderation bots, and maintain event logs. Flexibility for evening/weekend shifts and global collaboration are required.

Competenze

• 2+ years of experience as a Community Manager or Moderator in crypto, fintech or gaming.
• Native Russian speaker with strong written English (B2+).
• Proven conflict handling and stress resilience in demanding communities.

Mansioni

• Monitor 5 Telegram chats and DMs daily; filter spam and address questions.
• Answer user inquiries about mining, payouts, fees, Coinhold, and apps.
• De-escalate tense situations and guide users to resolution.
• Coordinate communications with Product, Support and Legal; ensure verified messaging.
• Stay engaged during incidents and provide timely updates to the community.
• Route complex requests to Support in Slack and follow up in Telegram.
• Deliver weekly summaries of pain points to Product and Support.

Conoscenze

Russian language

English (B2+)

Crisis communication

Community management

Moderation tooling

Jira

Slack

KPI dashboards

Google Sheets

Strumenti

ChatKeeper

Glados Bot

Combot

Telegram moderation bots

Descrizione del lavoro

EMCD is a leading technology company in the crypto industry, best known as the largest mining pool in Eastern Europe. We are expanding globally and building a comprehensive ecosystem of crypto services, including payment infrastructure, custody, mining solutions, and enterprise-grade tools for businesses and institutions. We are looking for a Community Manager to manage and develop our Russian-speaking Telegram communities, support users through everyday inquiries and critical product updates, and turn community feedback into actionable insights for our Product and Support teams.

• Monitor 5 Telegram chats and direct messages on the work account daily, addressing unanswered questions, filtering spam, and managing negative sentiment.
• Answer user inquiries regarding crypto mining, payouts, fees, Coinhold, and the functionality of our two mobile applications.
• De-escalate tense situations with frustrated or aggressive users, identify the root cause of their issues, and guide them toward a resolution.
• Coordinate sensitive communications with Product, Support, and Legal teams, ensuring clear, verified messaging without unconfirmed promises.
• Stay actively engaged in the chats throughout technical incidents, providing timely, transparent, and factual updates to the community.
• Route complex technical inquiries (approximately 20% of all requests) to Support channels in Slack and follow up with users in Telegram once their issues are resolved.
• Deliver weekly summaries of key community pain points and user feedback to the Product and Support teams.
• Enforce community guidelines through warnings, mutes, and bans; manage moderation bots (ChatKeeper, Glados Bot); and keep FAQ resources up to date.
• Partner with the AI team to implement community automation tools, including ticket classification, keyword monitoring, and sentiment analysis.
• Organize weekly activities (polls, contests, and giveaways) in collaboration with SMM, maintain monthly activity leaderboards, and host AMA sessions with SMM and BD teams.
• Maintain Community Management KPI sheets and Community Events & Statistics logs, and track operational tasks in Jira.
• 2+ years of experience as a Community Manager or Moderator in crypto, fintech, or gaming, managing communities with several thousand members.
• Solid understanding of crypto and mining fundamentals, including mining pools, hashrate, payouts, fees, wallets, and blockchain networks.
• Native Russian speaker with Upper-Intermediate (B2+) written English.
• Proven experience handling conflicts and demanding audiences, with strong stress resilience.
• Strong crisis communication skills, with the ability to prioritize verified facts over premature promises during incidents.
• Hands-on experience configuring Telegram moderation bots (ChatKeeper, Combot, Rose, or equivalents).
• Experience organizing community events, contests, and AMA sessions.
• Readiness to cover evening, weekend, and holiday shifts according to a rotation schedule.
• Proficiency in working with metrics, KPI dashboards, and Google Sheets.
• Будет плюсом: Previous experience working at a mining pool, crypto exchange, or crypto wallet provider; Background in Customer or Product Support within a crypto service; Former Support specialists with proven community management skills are strongly considered; Experience implementing AI-driven tools for community automation and analytics; Familiarity with Jira and Slack; Experience engaging with English-speaking communities across other regions
• Remote-first company — work from anywhere in the world.
• Flexible schedule aligned with team shift rotations.
• Extended time off: 20 paid vacation days + 12 bonus days per year.
• 100% paid sick leave.
• Professional growth support (courses, certifications, and training programs).
• Real impact and ownership in fintech and crypto projects.
• Corporate benefits: EMCD product discounts and access to mining infrastructure.