Community Lead

Arcus • New York, NY

1d

About The Position

Arcus is seeking a hands-on Community Lead who is an active trader and deeply engaged with markets and online trading communities. The role serves as a key point of contact for VIP traders and the broader community across Telegram, Discord, X, and Intercom. The Community Lead is expected to provide consistent coverage across Telegram chats, including those serving more than 300 VIP traders, with a first-response standard of under 12 hours and faster responses for top-tier accounts and live incidents.

The role leads the team and rotation that sustain community coverage, prioritizes important trader relationships, and handles complaints calmly through resolution and follow-up. During market disruptions or platform incidents, the Community Lead communicates accurately and professionally. Working closely with Product, Engineering, Growth, and Marketing, this person builds trader trust, supports retention, and turns trader feedback into product improvements.

Requirements

• At least 4 years of experience in community, trader support, VIP relations, or customer escalations at a crypto-native or trading product.
• Active trading experience in perpetuals, spot, or stock tokens.
• Practical understanding of funding, liquidations, fee tiers, and order book behavior, including the ability to assess trader reports of unfair liquidations.
• Deep activity on Telegram, Discord, and X, with the ability to manage hundreds of conversations while ensuring important contacts are not left waiting.
• Composure and professionalism under pressure, including when dealing with angry traders, public criticism, and late-night messages.
• Sound judgment in prioritizing traders and distinguishing a genuine bug from a complaint.
• Fast, clear, and accurate writing, and the judgment to say when an answer needs to be checked rather than guessed.
• Experience working with or leading moderators or a support team.

Nice To Haves

• Korean, Chinese, Japanese, or another language from a key APAC trading market, and familiarity with those trader communities.
• Previous work at a perpetual-futures DEX, a centralized exchange VIP desk, or a prediction market.
• Comfort pulling trader data using Dune, SQL, or spreadsheets.
• Knowledge of points, referral, or affiliate programs from the trader's perspective.

Responsibilities

• Support VIP traders across Telegram chats, Intercom, Discord, and X DMs; resolve issues directly where possible, escalate other issues with concise summaries, and follow up through closure.
• Serve as the go-to contact for the highest-volume traders, explaining Arcus products, VIP tiers and fees, launches, and platform updates while building relationships that encourage continued trading.
• Monitor community sentiment across Telegram, Discord, and X; identify and address frustration early, escalate issues internally, and keep traders informed during outages and market events.
• Keep Discord and Telegram channels active, on-topic, and useful, and manage the moderator team.
• Track trader growth, churn, and retention by cohort, market, and channel, as well as competitor activity; identify trends and churn risks and provide clear recommendations to the Growth team.
• Support key local markets by using local knowledge and networks to onboard traders, build relationships, and support campaigns.
• Own and deliver weekly internal reporting on VIP and community feedback about fills, listings, fees, user experience, and competitors, including churn-risk accounts flagged to Growth.
• Lead the team and coverage rotation to sustain community support and engagement.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed