Crypto Community & Support Lead

CashMine is building an everyday app for crypto money. We are looking for our first Community & Support Lead to own both English-language customer support and community growth. This role will launch our English Telegram community from the ground up, operate our X account, and support users across Telegram , live chat, and email .

INITIAL PRIORITIES
Your initial priorities will be: (1) handling customer support through Zendesk or the support platform we adopt, (2) identifying cases that require engineering support and escalating them quickly with complete context, (3) launching and operating our English Telegram community, and (4) managing our X account. ---------- , ambassador programs, and regional expansion will be introduced gradually as the community grows.

WHAT YOU WILL DO — CUSTOMER SUPPORT

• Manage and respond to customer-support tickets through Zendesk or the support platform we adopt, as well as email , live chat, and Telegram
• Guide users through exchange signup, UID registration, account connection, and trading-fee payback claims
• Investigate missing payback, unlinked UIDs, and related account issues
• Identify which cases require engineering support and escalate them immediately with the user's UID, issue summary, reproduction steps, timestamps, screenshots, and other relevant evidence
• Keep users updated while technical issues are being investigated and follow each case through resolution
• Write and maintain FAQs, saved replies, and support procedures
• Report response time, resolution rate, recurring issues, and escalation quality weekly

WHAT YOU WILL DO — X & COMMUNITY

• Launch and grow CashMine's English Telegram community from the ground up
• Establish community rules, moderation workflows, bots, FAQs, and an anti-scam process
• Plan and manage the X content calendar
• Write and schedule clear, engaging English posts
• Monitor and respond to relevant comments, mentions, and community conversations
• Research crypto trends, audience interests, and competitor activity
• Track reach, engagement, follower growth, community growth, and retention
• Remove spam, scams, and impersonators and respond quickly to security i ----------
• Plan AMAs, community events, giveaways, and partner campaigns
• Help launch ---------- , regional channels, moderator teams, and ambassador programs as the community grows

WHAT WE ARE LOOKING FOR

• At least 2 years of combined community management and customer support experience
• Hands-on experience launching, growing, or operating a Telegram , ---------- , X, or similar online community
• Practical crypto trading experience, including futures
• Understanding of trading fees, referral programs, KYC, UIDs, and API-based account connections
• Excellent written English and the ability to create community and social content
• Calm and accurate judgment when handling upset users or money-related questions
• Daily use of AI tools for research, drafting, translation, analysis, or workflow automation
• Strong ownership and experience working independently in a remote team

COMPENSATION
PHP 60,000-80,000 per month, based on experience. The monthly salary may be increased above this range depending on the candidate's experience, demonstrated skills, and ability to lead crypto customer support and community operations.

FLEXIBLE REMOTE WORK
Work from anywhere. We do not require you to work from a particular city, country, or office, and you may organize your working hours flexibly. What matters is that you reliably cover the agreed service hours, respond promptly to users and the team, attend essential scheduled meetings, and consistently deliver the agreed outcomes.

This is a full-time role with approximately 40 working hours per week. As a small early-stage team, we respond quickly when critical issues arise, including outside regular working hours and on weekends. This applies only to urgent i ---------- such as security threats, scams, impersonation, service outages, and payback errors. Routine inquiries wait until the next agreed working period.

SECURITY
This role never involves trading company funds, transferring cryptocurrency, wallet custody, or accessing passwords, private keys, seed phrases, or API secrets.

HOW TO APPLY
Please include:
1. One community you launched or managed, its size, your role, and measurable results
2. Links or screenshots showing your community and X/social-media work
3. Exchanges you have traded on, including futures, and for how long
4. One AI workflow you use and how you verify its output
5. Your timezone, preferred working schedule, weekend emergency availability, and expected monthly salary

Shortlisted applicants will complete a paid 60-90 minute practical exercise based on realistic customer-support, X, and community scenarios.