Community Manager

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.

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!