Islamic Coin is hiring a

Web3 Support Manager

Job Description
We are seeking an experienced and dynamic Support Manager to join our team. Our innovative product lineup includes a sovereign blockchain built on Cosmos SDK and fully compatible with Ethereum; a decentralized cryptocurrency wallet designed as the primary interaction tool with the network; and a decentralized NFT marketplace. As a Support Manager, you will play a crucial role in ensuring our users receive outstanding support and guidance, enhancing their overall experience with our products.

Key Responsibilities

• Customer Support Excellence: Provide exceptional service by resolving technical and non-technical issues related to our blockchain network, cryptocurrency wallet, and NFT marketplace.
• Process Optimization: Continuously evaluate and improve support processes and practices, leveraging tools and technologies to enhance efficiency and customer satisfaction.
• Product Expertise: Maintain deep knowledge of our blockchain products, staying updated with new features, updates, and protocols to provide accurate and timely support.
• Feedback Loop: Serve as a bridge between our users and the product development teams, relaying feedback and insights to help shape future product enhancements and address user needs.
• Quality Assurance: Oversee the pre-moderation process for NFTs and collections, ensuring compliance with our standards before minting on the marketplace.
• Community Engagement: Engage with our community through various channels (e.g., forums, social media, webinars) to provide support, gather feedback, and foster a positive ecosystem around our products.
• Incident Management: Manage and resolve critical incidents, coordinating with technical teams as necessary, and communicate transparently with affected users.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 3+ years of experience in customer support or service management, preferably in the blockchain, fintech, or technology sector.
• A strong understanding of blockchain technology, understanding of Shariah principles and values is a plus.
• Experience with crypto wallets, NFT marketplaces, and other blockchain-related products.
• Excellent communication and interpersonal skills, capable of interacting effectively with both technical and non-technical users.
• Analytical mindset, with the ability to troubleshoot issues, analyze data, and implement strategic solutions.
• Flexibility to adapt to a rapidly changing technology landscape and customer needs.

We offer:

• A competitive remuneration package with a performance bonus structure (annual)

• Extensive career progression opportunities internally

• A diverse and multicultural working environment, cutting across various geographical locations with flexible working conditions

• High performing and open organizational culture

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