Associate, Growth Community (Crypto)

Echo Base is a private holding company pursuing special situation control investments in the digital assets space. Its global crypto team possesses deep experience in both the scaling of new ventures and the restructuring of complex assets. Echo Base seeks to leverage operational and technical synergies across its portfolio companies to drive innovation. Est. 2025.  

We are seeking a highly motivated Associate, Growth Community to join our dynamic team and report to the Senior Manager, Growth Social. This role is critical to driving user engagement and  revenue growth, focusing on acquisition, retention, and effective channel management.

Key Responsibilities: 

• Community Management & Support: 
• Create, moderate and manage content and customer inquiries across Telegram, Discord,  X (Twitter), Facebook, Instagram, and LinkedIn.
• Ensure prompt and effective resolution of customer issues within the agreed SLA to uphold brand reputation.
• Enforce community guidelines while fostering a positive, engaging atmosphere.
• Engagement & Growth Strategies
• Develop and execute campaigns to boost customer engagement, retention, and loyalty.
• Launch interactive discussions, AMAs, and promotions tailored to the crypto audience.
• Monitor and analyze social media trends, user feedback, and community sentiment to optimize engagement strategies.
• Customer Advocacy & Insights
• Gather and synthesize community feedback into actionable insights for product and marketing teams.
• Identify issue patterns and recommend system improvements to enhance the user experience.
• Cryptocurrency Subject Matter Expertise
• Stay informed on Bitcoin, altcoins, blockchain trends, and crypto exchange trends and trading.
• Educate users on exchange features, security best practices, and emerging crypto trends.
• Address common crypto-related queries and misconceptions to build trust with the community.
• Collaboration & Process Optimization
• Work cross-functionally with Customer Support, Growth, and Product teams to ensure seamless communication.
• Improve or establish workflows for efficient issue resolution and escalation handling.
• Monitor and respond to app store reviews to address concerns and improve the user experience.

Requirements:

• Experience: 
• 3+ years in community management, customer support, or social media within a cryptocurrency exchange or fintech environment.
• Strong understanding of crypto exchange trading, Bitcoin, and blockchain fundamentals.
• Platform Expertise:
• Proficiency in managing Telegram, Discord,  X (Twitter), Facebook, Instagram, LinkedIn, and Reddit.
• Familiarity with monitoring tools for App Store and Google Play reviews.
• Analytical Skills:
• Ability to track, analyze, and report community sentiment and engagement metrics.
• Experience identifying issue patterns and translating user feedback into actionable insights.
• Creative Understanding:
• Skilled in crafting engaging campaigns, interactive discussions, and community-driven content.
• Understanding of crypto user behavior to tailor messaging effectively.
• Collaboration:
• Works cross-functionally with Customer Support, Growth, and Product teams.
• Aligns community strategies with broader marketing and product goals.
• Cross-Channel Proficiency:
• Ability to maintain consistent messaging across social media, forums, and customer support channels.
• Comfortable with omnichannel engagement strategies, ensuring seamless user experience.

Nice To Have’s:

• Experience in industries such as Crypto, Fintech, and Exchanges
• Experience with global communities (vs. domestic)
• Background in driving growth for mobile apps on iOS and Android

Skills & Competencies: 

• Technical Skills:
• Familiarity with cryptocurrency exchanges, crypto  trading and blockchain fundamentals.
• Proficiency in community social media management and analytics platforms.
• Analytical Thinking:
• Ability to interpret user sentiment, engagement trends, and community analytics.
• Strong problem-solving skills to identify issue patterns and suggest process improvements.
• Capability to track and report key performance metrics for community engagement and support resolution.
• Creativity & Branding:
• Skilled in developing engaging campaigns, interactive discussions, and promotional content.
• Understanding of crypto user psychology and how to craft compelling community narratives.
• Ability to adapt branding strategies to align with crypto trends and audience interests.
• Messaging and Writing:
• Strong copywriting skills for clear, concise, and engaging communication across community channels.
• Ability to craft responses that align with brand voice while addressing user concerns effectively.
• Experience in writing FAQs, educational posts, and community announcements on cryptocurrency topics.
• Ability to tailor messaging to different audiences, from developers to general crypto users.