Community Lead - Arcus

About the role

As a Community Lead at Arcus, you will play a crucial role in supporting VIP traders and ensuring their experience is seamless. Your responsibilities will include direct communication with traders across multiple platforms, addressing their concerns, and providing insights to improve their engagement with Arcus products.

You will monitor community sentiment, manage communication channels, and deliver valuable market insights to the Growth team. Your ability to maintain professionalism under pressure and manage a moderator team will be key to fostering a thriving trader community.

The salary range is set between $80,000 and $120,000 USD, reflecting the company's commitment to transparency.

Skills that matter here

• community management: This role requires strong community management skills to engage VIP traders and maintain active communication channels.
• trader support: You will provide direct support to VIP traders, addressing their needs and concerns effectively.
• trading knowledge: Active trading experience is essential for understanding trader issues and providing relevant support.
• communication: Clear and fast communication is critical for managing trader expectations and resolving issues.
• pressure management: You must maintain composure during high-pressure situations with traders.
• analytics: Tracking trader metrics and providing insights will help inform growth strategies.

Who this role suits

• Has a background in community management or customer support within the crypto or trading space.
• Is an active trader with a solid understanding of trading mechanics and market behavior.
• Thrives in fast-paced environments and can handle high-pressure situations without losing professionalism.
• Possesses strong judgment to prioritize issues effectively and communicate clearly.

From the employer

• 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.

• 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.

• Salary range for this job is $80,000 to $120,000 USD (NY). Compensation subject to experience and location.
• Published salary bands pursuant to transparency laws, and do not include possible variable compensation such as annual merit increases, bonus eligibility, commission, or equity incentive.