Protocol Support Manager

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🕒 May 14

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Risk Labs Foundation

WebsiteLinkedInAll Job Openings

11 - 50 employees

₿ Crypto

🌐 Web 3

Crypto • Web 3 • Technology

Risk Labs Foundation is the organization behind the Across and UMA Protocols, offering technology solutions focused on decentralized systems. Across is a cross-chain bridge for Layer 2s (L2s), secured by UMA's optimistic oracle, designed for capital efficiency with a single liquidity pool, a competitive relayer landscape, and a no-slippage fee model. UMA is an optimistic oracle that can record any verifiable truth onto a blockchain. Risk Labs emphasizes a flexible and supportive working environment for its international team, offering benefits such as unlimited PTO, family care leave, and training and development opportunities.

📋 Description

• The successful candidate will be responsible for ensuring high quality, accurate, and trustworthy outcomes across automated, client, and user-facing systems. • We're looking for a Protocol Support Manager to play a critical human-in-the-loop judgement role within various systems to ensure correctness, trust, and resolution quality at the edges of automation.

🎯 Requirements

• Build deep working knowledge across both protocols and apply it to confident judgment calls on resolutions, escalations, and user support issues. • AI quality assurance and training: review AI generated responses, identify failures and support corrective training, contribute meaningful feedback to improve the overall systems. • Triage and resolution: apply knowledge and resourcefulness to resolve questions and issues on a very broad spectrum of topics. • Verification and high quality decision making: Evaluate and validate the accuracy of protocol-related proposals, apply structured reasoning to ambiguous scenarios and determine the best outcome and decision. • Operational flexibility: take pride in your adaptability and collaborative approach to work, be comfortable pushing the boundaries as your work evolves day to day, and take ownership as a connective tissue between internal and external people and systems. • Communicate efficiently and collaboratively with product, engineering, and marketing while balancing a cross-functional role with flexibility. • identify recurring issues and provide structure feedback or solution suggestions and be willing to work cross functionally (marketing, product, eng) to improve our overall systems and product.

🏖️ Benefits

• We support personal wellness, professional growth, and flexible work environments — whether you’re family-focused, nomadic, or somewhere in between.