Senior Community Support Manager

This role will provide timely and empathetic customer support for MetaMask and Linea customers across community platforms. This includes monitoring discussions and user sentiment on all channels, answering inquiries, troubleshooting issues, and escalating complex cases as needed. This role ensures alignment between community conversations and updates from technical or product teams during launches, upgrades, and incidents. The Senior Community Support Manager will provide updates, flag urgent issues & align communication strategies for high-impact events. You will also update shared FAQ-like documents, review them regularly to ensure relevance. Develop and maintain a crisis scaling playbook outlining actions for severity stages during major launches or urgent issues. Also monitor the team’s open issues, ensure resolution, and escalate stalled concerns to appropriate teams and act as the main bridge between community and MetaMask teams, advocating for early testing access and involvement.