Community Manager (Crypto / iGaming) - EU/US Time Zone

Location: Remote - open to candidates in Vietnam (with availability to work US / European time zones) or candidates currently based in Europe or the Americas.

Work model: Fully remote

Employment Type: Full-time

Working Hours: Must be able to cover European or US player peak hours. Candidates based in Vietnam should be comfortable working night shifts to align with these time zones. Some evening and weekend coverage may be required.

Salary: Negotiable (Net Salary, no social insurance contributions for Vietnam-based candidates)

Industry Notice: Please note that this role will be working on an iGaming project (an online crypto gambling platform). Kindly ensure that you are comfortable working in this industry before proceeding with the application.

1/ About the role

We are looking for a Community Manager with excellent English skills and hands-on experience in crypto, iGaming, or sports betting communities.

You will own community operations across Telegram, X, Reddit, and Bitcointalk, from pre-launch setup and moderation to player engagement, support coordination, and community growth. Working closely with the Marketing Manager, Content Lead, and Support team, you will ensure a positive, engaging, and compliant player experience. This is a hands-on role requiring strong ownership, independent execution, and availability to work European or US time zones. Vietnam-based candidates must be comfortable working night shifts.

2/ Responsibilities

2.1. Pre-Launch Community Setup & Strategy

• Take ownership of the community groundwork ahead of the platform’s soft launch.
• Research and identify relevant online communities across crypto trading, gambling, sports betting, and Trading Card Games (TCG).
• Set up and maintain the official Telegram community, including community rules, FAQs, and moderation guidelines.
• Recruit, onboard, and brief community moderators to ensure consistent moderation and engagement.
• Develop and maintain a community response playbook covering common player inquiries, including deposits, withdrawals, KYC, rewards, and restricted countries.
• Establish clear escalation procedures for player issues, Support inquiries, compliance-related concerns, and matters requiring the Marketing Manager’s attention.
• Prepare the Reddit account and establish engagement guidelines to ensure that all interactions are authentic, relevant, and compliant with community rules.

2.2. Community Management & Player Engagement

• Manage day-to-day player interactions across Telegram and X, ensuring timely, helpful, and engaging responses within the agreed response time.
• Maintain a consistent brand voice that is friendly, professional, calm, and approachable.
• Actively engage with players, answer questions, encourage discussions, and foster a positive community environment.
• Moderate community conversations, enforce community rules, and manage spam, inappropriate content, and disruptive behavior.
• Handle player complaints and sensitive conversations professionally, including interactions with frustrated or dissatisfied players.
• Ensure all community interactions comply with the company’s communication guidelines, responsible gambling policies, and applicable compliance requirements.

2.3. Player Support & Issue Escalation

• Identify and escalate player issues related to deposits, withdrawals, KYC, rewards, and account restrictions to the Support team.
• Follow up on escalated cases to ensure that player issues are addressed and resolved in a timely manner.
• Maintain clear communication with players throughout the resolution process without making unauthorized promises or guarantees.
• Immediately alert the Marketing Manager regarding serious complaints, spreading negative sentiment, rumors of non-payment, or other potential reputational risks.
• Recognize sensitive situations and ensure that issues are escalated to the appropriate internal stakeholders.

2.4. Community Growth & External Engagement

• Participate in relevant crypto, gambling, sports betting, and TCG communities ahead of the public launch.
• Build relationships and establish a credible presence by answering questions, sharing useful insights, and contributing to relevant discussions.
• Ensure that all external engagement follows each community’s rules and guidelines.
• Avoid unsolicited promotional links, referral codes, or direct marketing activities unless explicitly permitted by the relevant community.
• Manage the Bitcointalk launch thread during the public launch and actively respond to community replies.
• Set up, manage, and moderate the official Rizz Forum to support ongoing player discussions and engagement.

2.5. Feedback, Reporting & Cross-Functional Collaboration

• Collect and analyze player feedback, recurring questions, complaints, and community sentiment.
• Provide a weekly summary of the most common player questions and complaints to the Marketing Manager and Content Lead.
• Work closely with the Content Lead to identify opportunities for FAQs, announcements, educational content, and player communication improvements.
• Collaborate with the Marketing Manager on community engagement initiatives, reputation management, and launch activities.
• Prepare weekly community performance reports covering key metrics, including:
• Total community members and member growth.
• Active member share and engagement levels.
• Average response time.
• Player complaints and resolution status.
• Recurring issues and overall community sentiment.
• Continuously improve community processes, moderation guidelines, and engagement strategies based on player feedback and performance data.

3/ Requirements

• 2+ years of experience managing, moderating, or operating online communities, preferably within crypto, iGaming, online casino, or sports betting industries.
• Excellent written English communication skills - able to write short, clear, calm, and friendly responses, including when dealing with angry or frustrated players.
• Hands-on experience with Telegram community management and a strong understanding of community moderation practices.
• Familiarity with crypto wallets, blockchain transactions, deposits, and withdrawals, with the ability to understand common player issues and guide users appropriately.
• Experience handling player inquiries, complaints, and community escalations in a professional and structured manner.
• Strong understanding of community guidelines, responsible gambling principles, and compliance requirements, including 18+ restrictions.
• Able to distinguish between providing helpful information and making unauthorized promises, particularly regarding withdrawals, KYC verification, rewards, or account restrictions.
• Comfortable working European or US time zones. Vietnam-based candidates must be willing to work night shifts to cover international player peak hours.
• Willingness to work some evenings and weekends when required.
• Strong ownership, problem-solving skills, and the ability to work independently in a remote, fast-paced environment.
• Experience working with international teams and communicating with stakeholders across different time zones.

Nice to Have

• An existing account with an established posting history on Bitcointalk, crypto subreddits, or gambling-related communities.
• Familiarity with Trading Card Game (TCG) communities and their culture.
• Experience setting up and managing moderator teams, Telegram bots, or automated replies.
• Experience managing online forums or community platforms.
• Additional language skills relevant to the company’s launch markets.
• Experience in a startup, scale-up, or fast-growing international environment.
• Familiarity with community analytics, sentiment monitoring, and reputation management tools.

Contact me: helena@undercurrent.tech