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.

• 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.

• 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.

• 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.

• 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!