Community Manager (Remote)

Metatheory Inc
is a technology-driven entertainment company
With a focus on blockchain, we build games, interactive multi-platform stories, and virtual world experiences imagined across innovative story franchise IPs
We are a remote-first dynamic team of builders, developers, and entrepreneurs that include key founding members from Twitch, as well as Emmy and Peabody Award winning producers and storytellers
Our flagship IP is DuskBreakers, an eccentric, interactive sci-fi saga set in a post-apocalyptic world where a mysterious alien ship (The Dusk) becomes a beacon of hope for humanity
The franchise spans games, video, NFTs, and other media formats
We are looking for an experienced and exceptional Community Manager to build a healthy, engaged and authentic community around our Metatheory IPs (DuskBreakers, etc)
Your responsibilities will vary greatly day to day, across all things community and include other facets of support and social media
You’ll be a part of our Product Org and report directly to our Community Lead, ensuring the wellbeing and continued success of our community by building a team of volunteers

Responsibilities

• Wear many hats across all things community and support, working closely with the Community Lead and other cross-functional teams to create an authentic, vibrant, and engaged community for Metatheory and seamless support experience
   
• Create a healthy Discord community that grows with scale, exploring different ways to engage our diverse and inclusive community
   
• Build, grow, and retain our volunteer team; this includes interviewing, shortlisting, training, creating moderator guidelines, etc
  
• Assist with moderation of our discord server and build consistent moderation and trust and safety guidelines
  Build a bridge of communication between our employees, volunteer team, and community
  
• Be proactive in coming up with new ideas to take our community and support experience to the next level; help lead various strategic projects across community and support
    
• Triage and resolve incoming tickets, responding and resolving in the most efficient manner possible, and tackling them in order of priority
  Respond to support tickets and requests via Zendesk, Discord, Twitter, Instagram, and other platforms
   
• Take full ownership of assigned cases; from guiding users through troubleshooting or escalation to our engineering team, to resolution
  
• Consistently create resources for users to resolve common questions and issues, creating internal documentation and guidelines, and writing external support articles
  
• Assist with escalating bugs as appropriate to our Product team and moderation issues
  
• Help with social media and event planning, implementing and execution
  

Requirements

• 2+ years of relevant community, support and/or trust and safety experience
  
• Expert in Discord community management and moderation
  Familiarity with different tools such as Zendesk/Freshdesk and Twitter
   
• Experience moderating and managing Discord Servers with tens of thousands of members
  Bonus: experience growing a Discord Server from 0 to tens of thousands of members
    
• Strong communication skills (both written and spoken)
  Ability to communicate effectively in fluent English, both written and verbally, with customers as well as internal stakeholders
  
• Exceptional customer service, collaboration, problem-solving and troubleshooting skills
   
• Player and user empathy; the ability to empathize with users and communicate effectively, specifically the ability to communicate technical information in an accessible manner to non-technical users
  
• Ability to effectively prioritize and execute tasks in a high-pressure environment, with minimal supervision
  
• Experience working in a fast-paced, startup environment
  A positive attitude, excellent collaboration, and ability to work and have fun under pressure
   
• Experience working with remote teams and willingness to work across time zones
   
• Passion for gaming and curiosity about web3
  Prior web3 experience is not required
   

Candidates should be comfortable working in a remote, fast-paced, fluid, and ever-changing startup environment with a globally distributed team
We are currently remote first and will always embrace work from home culture, although we may have some more offices in the future
Candidates should be excited about the future potential of blockchain, but no prior experience is required
Metatheory is committed to fair and equitable compensation for all of our employees
The salary range for this role is $50,000 – $70,000 annually plus equity
Actual compensation packages are based on a variety of factors such as job-related knowledge, skills, experience, and specific work location
We were founded to challenge the ways that we all relate to games and storytelling, and in doing so change how we relate to each other
As an equal opportunity employer, we aim to create a culture of safety and belonging from how we hire to how we build communities
Even if you do not meet all of the qualifications listed above, but feel you could add a valuable perspective to our organization, we’d still love to hear from you!

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