Ecosystem Support Ops Lead

TON Foundation is a non-profit organization supporting the growth of the TON Blockchain and its global ecosystem. Founded in Switzerland in 2023, and backed by a vibrant community, the Foundation provides funding, technical resources, and strategic support to developers, creators, and businesses building on TON. While it facilitates protocol development and ecosystem expansion, the Foundation holds no central authority over the network itself. The Open Network (TON) is fully decentralized and open-source, welcoming contributions from all.

About the Role

As the TON ecosystem grows, we are looking for an Ecosystem Support Operations Lead to take full ownership of the support processes for teams building on TON. This role blends operational excellence with strategic oversight and will play a key role in supporting 25+ active programs, ensuring efficient coordination across teams, and helping shape how support scales within the ecosystem. You’ll lead a small and dynamic team of 3 + ecosystem project managers and collaborate with a network of moderators and contributors. You’ll also work closely with Product and Tech to improve tooling, reporting, and automation.

Key Responsibilities

• Own the end-to-end support function for all TON ecosystem builders

• Lead and coordinate the ecosystem support team, ensuring clarity, structure, and results

• Manage and continuously optimize the systems for clarity and traceability

• Oversee internal support tools (e.g., TON Builders Portal, Notion Internal Projects CRM)

• Generate and present weekly/monthly reporting on SLA, CSI, and overall support health

• Coordinate internal feedback loops and ensure product insights are consistently captured

• Prepare operational systems and workflows for major ecosystem initiatives (hackathons, contests, etc)

Requirements:

• Proven experience in operational leadership within customer/ecosystem support

• Hands-on experience building and scaling support teams (5+ people preferred)

• Strong process ownership, with the ability to design, implement, and optimize support workflows

• Solid CRM management skills and fluency with Notion as an internal system

• Familiarity with Web3 ecosystems and supporting early-stage developer projects

• Familiarity with the TON ecosystem would be a strong advantage

• Excellent English communication skills (C1+)

• Ability to work independently and handle complex cross-functional coordination