Job Opportunities API

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