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About the Role
We are seeking a Community Lead who is passionate about trading and deeply engaged with market discussions. This role is crucial for understanding community sentiment and serving as the primary point of contact for our traders, ensuring their needs are met and their feedback informs product development.
Responsibilities
- Provide VIP trader support across Telegram, Intercom, Discord, and X DMs, resolving issues directly or escalating with concise summaries and follow-ups.
- Serve as the main point of contact for high-volume traders, guiding them through products, VIP tiers, fees, and platform updates to foster loyalty.
- Monitor community sentiment on Telegram, Discord, and X, proactively addressing frustrations, managing moderator teams, and keeping channels active and informative.
- Track trader growth, churn, and retention metrics, analyze competitor activities, and provide actionable recommendations to the Growth team.
- Potentially support key markets by leveraging local networks and knowledge for trader onboarding, relationship building, and campaign support.
- Deliver weekly internal reports on VIP and community feedback regarding fills, listings, fees, UX, and competitors, flagging churn risks.
Requirements
- Minimum of 4 years of experience in community management, trader support, VIP relations, or customer escalations within a crypto-native or trading product environment.
- Active trading experience (perps, spot, or stock tokens) with a strong understanding of market dynamics like funding, liquidations, fee tiers, and order book behavior.
- Demonstrated deep activity and engagement on Telegram, Discord, and X, with the ability to manage numerous conversations efficiently.
- Proven ability to maintain composure under pressure, handle angry traders and public criticism professionally, and respond without frustration.
- Excellent judgment in prioritizing issues, distinguishing between significant traders and casual users, and identifying genuine bugs versus complaints.
- Strong written communication skills, enabling fast, clear, and accurate responses, with the ability to defer when uncertain.
- Experience working with or leading moderator or support teams.
Skills
- Community Management
- Trader Support
- VIP Relations
- Customer Escalations
- Crypto Trading
- Market Analysis
- Communication
- Problem-Solving
- Team Leadership
Location
- New York
Work Type
- Full-time
Experience Level
- 4+ years
Salary/Compensations
- $80,000 to $120,000 USD
About the Company
- Arcus is building the world's best spot and perpetuals exchange, bringing crypto, stock tokens, commodities, and perpetual futures on-chain through a partnership with Robinhood Chain. Backed by Robinhood Crypto, our mission is to make wealth building accessible, affordable, and simple.
- The team has a strong background, with members having previously built dYdX and experience from companies like Google, Meta, Citadel, DRW, IMC Trading, Stripe, and Coinbase.
- Arcus is supported by leading investors and advisors including Andreessen Horowitz, Polychain Capital, Brian Armstrong, Fred Ehrsam, Naval Ravikant, and Elad Gil.