Protocol Support Manager

Risk Labs • Full-time • Remote (Remote) • 5h ago

Who is Risk Labs?

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.

Why this role exists:

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 skills required may vary as your focus shifts between protocols and systems, but the common thread is being a reliable and resourceful source of truth with a large amount of impact. 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 structure 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.

Role Structure

We’re intentionally open to structuring this role in one of two ways: as one full-time hire or two part-time hires, depending on the strengths, availability, and coverage fit of the candidates we meet. As part of the application, we’ll ask which arrangement you’d be interested in.

Closing

Studies show that women and people of colour are less likely to apply unless they meet every qualification. Risk Labs is committed to building a diverse, inclusive, and authentic workplace. If you’re excited about this role, even if your experience doesn’t align perfectly, we encourage you to apply.

Risk Labs is an equal opportunity employer and does not discriminate based on race, religion, gender, sexual orientation, age, disability, or veteran status.

Our values: