Community & Support Manager

About Immunefi

ABOUT IMMUNEFI

Immunefi is the world’s leading crowdsourced security platform for the digital economy. We protect over $180 billion in onchain assets by connecting the most skilled ethical hackers on the planet with the protocols that need them. Our products — Bug Bounty Programs, Managed Triage, and Audit Competitions — are the de facto security infrastructure for serious blockchain protocols worldwide.

We are the dominant player in Web3 security, and we’re now extending into the broader enterprise market — financial services, fintech, and large regulated businesses — where the security problems are as acute and our capabilities directly applicable. This hire owns our commercial engine and helps open that next chapter.

Location: Remote (Global) Time Zone Requirement: Must overlap 4+ hours with EU Business Hours.

The Opportunity

As the Community & Support Manager, you will serve as the primary point of contact between Immunefi and its community of ethical hackers and platform users. You will manage day-to-day community engagement, handle support queries, and ensure security researchers have the resources they need to succeed on the platform. This role focuses on managing Immunefi's presence on Discord, handling Zendesk support tickets, and keeping the community informed and engaged.

Beyond execution, this role requires a process improvement mindset. You will be expected to identify operational bottlenecks, propose and implement solutions, and leverage automation and AI tools to reduce repetitive tasks while improving the quality of support delivered to our community.

The ideal candidate brings 1-2 years of experience in Web3 or crypto community management, with strong communication skills and a support-oriented mindset.

Please Note: While we are a global & fully remote organization, to best align with the rest of the department, we require applicants to be willing to work within European timezones.

What You Will Champion

Social Platforms & Community Management

• Own and moderate the Immunefi Discord server, ensuring it is active, well-structured, and welcoming for hackers, developers, and enthusiasts.
• Respond to community queries, resolve issues, and escalate feedback to relevant teams.
• Ensure timely communication of platform updates, new initiatives, and community-focused opportunities.
• Create and share engaging content tailored for the Discord community, including FAQs, tutorials, and announcements.

Support & Ticket Management

• Own and manage Zendesk support queues, ensuring timely resolution of inbound support tickets from security researchers and platform users.
• Triage, prioritize, and respond to support queries with clarity and accuracy, escalating complex issues where needed.
• Maintain and improve support documentation, FAQs, and self-serve resources to reduce ticket volume over time.
• Track and report on support metrics including response times, resolution rates, and recurring issues.

Continuous Improvement & Automation

• Identify bottlenecks and inefficiencies in community and support workflows, proposing and implementing solutions to improve operational performance.
• Analyze recurring support issues and community questions to surface patterns, then translate these into documentation updates, process changes, or product feedback.
• Implement and optimize AI-powered tools and automation to reduce repetitive tasks, improve response times, and scale support without sacrificing quality.
• Develop and maintain playbooks for common support scenarios, ensuring consistency and enabling faster onboarding of future team members.

Community Engagement Strategy & Reporting

• Define measurable community engagement goals and develop a strategy to execute against them.
• Monitor community health and engagement metrics, identifying trends and opportunities for growth.
• Collect feedback from security researchers and present insights to management on a regular basis.

Growth & Advocacy

• Develop initiatives to attract new ethical hackers to the Immunefi platform.
• Work with marketing to promote Immunefi's programs and success stories within the Web3 security community.
• Recognize and celebrate community achievements, including top bug bounties and contributions.

Applicant Requirements

• 1-2 years of proven experience managing online communities in the crypto/Web3 space.
• Hands-on experience with Discord community management, moderation, and tooling.
• Experience managing support queues, ideally with Zendesk or a similar ticketing platform.
• Strong written and verbal communication skills, with the ability to simplify complex concepts.
• Demonstrated ability to identify process inefficiencies and implement improvements independently.
• Experience with AI-powered support tools, chatbots, or automation platforms.
• Proactive mindset with excellent organizational skills and ability to prioritize effectively.
• Familiarity with analytics tools such as Looker Studio or equivalent.

Nice-to-Have

• Prior experience in a cybersecurity, bug bounty, or technical community role.
• Knowledge of bug bounty programs and the broader Web3 security ecosystem.
• Creative approach to engagement for technical communities.

Working at Immunefi

Immunefi is the foremost security platform in the crypto / Web3 space facilitating the protection of billions of user funds. We aim for excellence in all we do and want to build a world class team of highly skilled professionals who can help us to scale & develop our company. If you are successful in joining the team, you will be working in a highly collaborative, cross-functional environment where ideas, input & communication are prized. By necessity, the work pace here is rapid and we need people who are able to immerse themselves quickly. As a fully remote and geographically dispersed team, we require everyone to be capable of autonomous & self-driven work in addition to being able to manage communication across global timezones.

Our Core Values

At Immunefi, we operate by three principles:

• Secure the Outcome. Our mission is to secure the next trillion dollars onchain, and every decision we make serves that goal. The job is done when the outcome is secured, not when the task is checked off.
• Act with High Agency. We are builders and problem solvers operating at the frontier of Web3 security. We take full ownership of challenges, find solutions, and drive outcomes forward. Blocked is not a final status.
• Constant Vigilance. The stakes in Web3 are real and the cost of failure is high. We think like owners, never trade safety for speed, and protect the trust that the onchain ecosystem places in us.

What We Offer

• 100% remote-first work environment, flexible schedule
• Autonomous work environment with trusting, smart, reliable team members
• An opportunity to be building an early-stage company in a dynamically evolving market and industry
• An opportunity to build your own path in the company as we continue to evolve and grow
• A global market (it’s fun to meet people from all over the world every day!)
• A chance to make impact and participate in building and securing the ecosystem for smart contracts and the future of money (we’re protecting over $100B in user funds)