Community Lead

Responsibilities

• VIP trader support: you answer our VIP traders across their Telegram chats, Intercom, Discord, and X DMs. You fix what you can yourself, escalate the rest with a concise summary, and follow up until the trader knows it's closed.
• VIP trader experience: you're the go-to person for our highest-volume traders. You walk them through Arcus products, our VIP tiers and fees, and new launches and platform updates, and build relationships that keep them trading on Arcus.
• Community sentiment: you keep a pulse on how traders feel across Telegram, Discord and X. You spot frustration early, step in (and escalate internally) before it spreads, and keep traders informed during outages and market events. You keep our Discord and Telegram channels active, on-topic and useful. You manage our moderator team.
• Market insights: you track trader growth, churn and retention by cohort, market and channel, and what competitors are doing. You spot trends early, flag churn risks before traders leave, and turn this into clear recommendations for the Growth team.
• Local market support: you may play a core role in one of our key markets, using your network and local knowledge to onboard traders, build relationships and support campaigns there.
• Product feedback: you own and deliver weekly internal reporting on what VIPs and the community say about fills, listings, fees, UX and competitors, including churn-risk accounts flagged to Growth.

Requirements

• 4+ years in community, trader support, VIP relations or customer escalations at a crypto-native or trading product
• You trade actively, perps, spot or stock tokens. You understand funding, liquidations, fee tiers and order book behavior from your own trading. When a trader says they were liquidated unfairly, you can validate or invalidate.
• Deeply active on Telegram, Discord and X. You can keep hundreds of chats moving without anyone important waiting.
• Composure under pressure. Angry traders, public criticism and 2am pings don't rattle you. You're able to remain professional and never respond with frustration.
• Judgment about priority. You can tell a whale from a tourist and a real bug from a complaint.
• You write fast, clearly and accurately, and you know when to say "I'll check" instead of guessing.
• You've worked with or led moderators or a support team.

Preferred

• Speak Korean, Chinese, Japanese or another language from a key APAC trading market, and know those trader communities
• Previous work at a perp DEX (decentralized perpetual-futures exchange), a centralized exchange's VIP desk, or a prediction market
• Comfortable pulling trader data yourself (Dune, SQL or spreadsheets)
• Know points, referral or affiliate programs from the trader's side