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Community Support Manager


Job description

Hiro builds developer tools for Stacks, the network that enables apps and smart contracts on Bitcoin. 

Hiro is a core entity within the Stacks Ecosystem. The Stacks ecosystem is a collection of independent entities, developers, and community members working to create a user-owned internet on Bitcoin, the most secure and proven blockchain in the world. Hiro empowers developers with the tools they need to innovate and build on Bitcoin, in ways previously not possible.   

As our Community Support Manager,  you’ll be our frontline for the end-users of our Wallet, Explorer, and future applications. You’ll be the trusted point of contact for escalations and you’ll work directly with our engineers to resolve our community’s high priority issues. You’re able to work flexibly to meet the evolving needs of our rapidly growing organization and someone looking to leverage a career’s worth of best practices to own and scale our support function.

What You'll Do

  • Partner with senior product and engineering leadership to develop a structured support system
  • Work cross-functionally with our Engineering & Product teams to streamline solutions & fixes to user issues
  • Ensure feedback from users is communicated to product and engineering teams
  • Develop a support methodology(processes, templates, SLAs) with an eye for scalability
  • Prioritize and field requests from multiple channels: Reddit, Telegram, Twitter, Discord & Email
  • Leverage the collective knowledge of the Hiro team to improve our customer support function
  • Work to develop an informational system(FAQ, Wiki) to empower our community to address their own support requests over time
  • Resolve urgent technical issues for our integration partners, users and developers
  • Own the always-on global 24x7 support function to ensure efficient resolution of community issues

What We're Looking For

  • 5+ years of technical or community support experience
  • High-level of technical acumen and understanding of the the crypto/blockchain space
  • Experience leading an always-on technical support function for a global community of users
  • Proven ability to engage with an open-source community and triage urgent requests
  • Experience prioritizing & responding to urgent support requests across a variety of channels
  • Excellent written communication skills with a knack for distilling complex topics into easy to understand solutions

About Us

Hiro Systems PBC was founded in 2013 under the name Blockstack PBC and is headquartered in New York City with employees and contractors across the globe. Hiro is funded and backed by more than $75 million from Union Square Ventures, Y Combinator, Lux Capital, Winklevoss Capital, Naval Ravikant, and many more. More info here.

Company Highlights

• Remote-first team with HQ in New York City
• Public Benefit Corporation on a mission to build a user-owned internet
• Code released as open-source and patents released with patent pledge
• $75M total raised. $23M from first ever SEC qualified token offering in the U.S.
• 8,000 + active developers and enthusiasts in the community
• 400+ apps launched on Stacks
• Work alongside leading PHD experts in computing

Hiro Systems PBC is proud to be an equal opportunity employer and deeply cares about building a diverse team. Hiro is committed to building an inclusive environment for people of all backgrounds. We do not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by law.

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About the company

Hiro builds developer tools for Stacks, the network that enables apps and smart contracts on Bitcoin.  Hiro is a core entity within the Stacks Ecosystem. The Stacks ecosystem is a collection of indepen...
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