[Hiring] Protocol Support Manager @Risk Labs

Role Description

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. The successful candidate will be responsible for ensuring high quality, accurate, and trustworthy outcomes across automated, client, and user-facing systems.

This position offers a unique opportunity to be at the forefront of innovation in the blockchain space, working at the intersection of oracle infrastructure, cross-chain interoperability, and the users and integrators who depend on both.

Responsibilities:

• 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.
• Triage and resolution: Apply knowledge and resourcefulness to resolve questions and issues on a very broad spectrum of topics.
• AI quality assurance and training: Review AI generated responses, identify failures and support corrective training, contribute meaningful feedback to improve the overall systems.
• Systems improvement: Identify recurring issues and provide structured feedback or solution suggestions and be willing to work cross-functionally (marketing, product, eng) to improve our overall systems and product.
• 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.
• Build deep working knowledge across both protocols and apply it to confident judgment calls on resolutions, escalations, and user support issues.
• Communicate efficiently and collaboratively with product, engineering, and marketing while balancing a cross-functional role with flexibility.

Qualifications

• Strong analytical and problem-solving skills.
• Experience in blockchain technology or related fields.
• Ability to work collaboratively in a remote environment.
• Excellent communication skills.

Requirements

• Proven experience in a protocol support or similar role.
• Familiarity with AI systems and quality assurance processes.
• Ability to adapt to changing circumstances and priorities.

Benefits

• Support for personal wellness and professional growth.
• Flexible work environments.
• Mission-driven team focused on meaningful impact.

Company Description

Risk Labs is the foundation and core team behind UMA and Across. We operate as one cohesive, globally distributed team building infrastructure that pushes crypto forward. UMA’s Optimistic Oracle records verifiable truth onto blockchains. Across is leading interoperability through intent-based architecture. Both are decentralized protocols governed by global communities and supported by Risk Labs Foundation.

We are remote-first, high-agency, and impact-driven.