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We're building the world's first Creator Casino: a creator-powered gaming network where influencers launch Rooms, run drops/missions, and monetize Originals built on top of certified game engines—powered by an AI Host layer and programmable incentives designed for high-frequency sessions and measurable creator performance. This role helps us grow and hold the community around creator Rooms in the LatAm time zone, and keeps players supported when something goes wrong.
Role Overview
We're seeking a Community Manager who also owns front-line customer support for the LatAm time zone. You are the voice of the brand in the community and the first person a player talks to when something breaks.
Core Tools & Systems (where this role operates)
Intercom (tickets + knowledge base)
Discord, Telegram, X and streamer channels
Campaign / CRM tooling (FastTrack)
Slack, Notion, Linear
Responsibilities
Run day-to-day community management across Discord, Telegram, X and streamer channels: posting, moderating, answering, keeping the tone right.
Own front-line player support in your time zone: respond to tickets and chats, resolve what you can, escalate cleanly what you can't.
Build and maintain the Intercom knowledge base so common questions stop becoming tickets.
Support campaigns, races, tournaments and VIP communications alongside Marketing.
Work with streamers, creators and VIP players; surface feedback and sentiment to the team.
Escalate incidents to Ops and Engineering with the detail they need: player ID, timestamps, expected vs actual behaviour.
Report on community and support metrics: response times, resolution rates, recurring issues.
Required Skills & Experience
Proven track record in community management for a crypto product or community—this is not negotiable.
Hands-on Intercom experience, specifically building and maintaining a knowledge base.
Front-line customer support experience with real ticket volume.
Based in LatAm and able to cover the LatAm time zone.
Fluent English and Spanish, written and spoken.
Calm under pressure, with good judgement about when to answer and when to escalate.
Nice to Have
iGaming or online casino background.
Experience with streamers, creators or affiliate-driven products.
Portuguese.
Familiarity with FastTrack or a similar CRM.