Support Manager

Eoracle (By Lightblocks Labs), a fast-growing startup at the forefront of blockchain innovation, is pioneering the integration of real-world data with blockchain technology, establishing itself as the first oracle built on top of the EigenLayer. We're on a mission to bridge the gap between technology and economics within the blockchain ecosystem, enhancing decentralized applications' scalability, security, and functionality.

Role Overview

As the Support Manager at Lightblocks Labs, you will providing exceptional service and technical assistance to our users (such as operators, Dapps). You will play a crucial role in ensuring user satisfaction, resolving issues efficiently, and maintaining a positive brand image. You will oversee the day-to-day operations of the support, implement best practices, and drive continuous improvement to deliver a superior support experience.

You will report to VP R&D

Responsibilities

• Manage the support cases from all channels, discord, mails, telegram, and X.com using the best practices
• Engage with product managers, business team, R&D and other stakeholders to improve eoracle support
• Engage with oracle's' users, such as, operators who operate the eoracle clients, Dapps owners who integrate with eoracle and consume data, stakers and LRTs who review their rewards. Provide insight and feedback to product manager, R&D
• Build and Lead the support team which include support level1, and 2, and solution engineers
• Drive to improve the satisfaction of eoracle's users
  
  

• At least 3 years of hands-on experience as a support manager in the crypto ecosystem
• At least 2 years of managing support team
• Proficiency in support management best practices
• Experience with various support management systems and creating a knowledge base, FAQs search platform
• Strong soft skill
  
  

• An opportunity to be at the bleeding edge of blockchain innovation, making significant contributions to the field.
• A dynamic, fast-paced startup environment where you can expect to be challenged and grow professionally.
• The chance to work on projects that blend technology with economics is ideal for those passionate about these interconnected fields.
• Strong programming skills or a deep technical research background, enabling the understanding and contribution to the development and integration process.