Community Manager

Key Responsibilities

* Daily Community Management & Support: Monitor 5 Telegram chats and direct messages on the work account daily, addressing unanswered questions, filtering spam, and managing negative sentiment.
* Product Guidance: Answer user inquiries regarding crypto mining, payouts, fees, Coinhold, and the functionality of our two mobile applications.
* Conflict Resolution: De-escalate tense situations with frustrated or aggressive users, identify the root cause of their issues, and guide them toward a resolution.
* Cross-Team Alignment: Coordinate sensitive communications with Product, Support, and Legal teams, ensuring clear, verified messaging without unconfirmed promises.
* Incident Communication: Stay actively engaged in the chats throughout technical incidents, providing timely, transparent, and factual updates to the community.
* Escalation Management: 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.
* Feedback & Reporting: Deliver weekly summaries of key community pain points and user feedback to the Product and Support teams.
* Bot Administration & FAQ: Enforce community guidelines through warnings, mutes, and bans; manage moderation bots (ChatKeeper, Glados Bot); and keep FAQ resources up to date.
* AI & Automation: Partner with the AI team to implement community automation tools, including ticket classification, keyword monitoring, and sentiment analysis.
* Community Engagement: Organize weekly activities (polls, contests, and giveaways) in collaboration with SMM, maintain monthly activity leaderboards, and host AMA sessions with SMM and BD teams.
* Analytics & Task Tracking: Maintain Community Management KPI sheets and Community Events & Statistics logs, and track operational tasks in Jira.

Requirements

* 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.

Nice to Have

* 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.

What We Offer

* 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.
* Paid English lessons (iTalki).
* 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.
* Employment via Service Agreement.

Apply today and help us build the future of crypto!