Client Operations Manager

About Magna

Magna is building software infrastructure for the largest and most innovative networks/protocols in the web3 space and is relied upon by top protocols. Our flagship product is “Carta for Web3”, a platform that makes it easy for crypto companies to manage and automate their employee token vesting, investor token unlocks, and community claim portals. This year alone, we’ve grown our platform to over $20 billion of tokens managed, hundreds of client projects, and millions of users.

We’re a team of 18 in NYC & Europe backed by Y-Combinator, Tiger Global, and the biggest names in the space (Tusk Ventures, Circle, Galaxy Digital, Solana Ventures, Polygon Ventures, GSR, Tower Research, and many more). Our engineering team comes from top finance and distributed systems companies like Gemini, Morgan Stanley, and Palantir.

We're seeking a proactive and customer-focused Client Operations Manager to help our clients maximize the value of our platform and ensure a seamless, supportive experience. You'll be the front line of communication for our customers, helping them onboard, navigate the product, and troubleshoot any issues that arise.

What You’ll Do:

• Onboard new customers: Guide customers through the onboarding process, ensuring smooth adoption of Magna's products and services.

• Be highly responsive: Actively monitor Telegram and Intercom, providing timely support to customers and addressing questions or issues.

• Hands-on support: Work with customers to complete onboarding spreadsheets, ensuring accurate formatting and data integrity.

• Product expertise: Become a go-to expert on Magna's product suite—helping customers leverage all features and capabilities.

• Coordinate with engineering: Collaborate with our technical team to assess the feasibility of customer requests and provide accurate feedback.

• Support ticket management: Monitor and address support tickets from stakeholders across all projects, ensuring timely and thorough resolutions.

What We’re Looking For:

• Experience in customer success, account management, or technical support in a SaaS, fintech, or web3 company.

• Strong communication skills: You can effectively liaise with both technical and non-technical stakeholders.

• Problem-solving mindset: You're resourceful, solution-oriented, and can troubleshoot issues with agility.

• Technical aptitude: Comfort with learning complex products and troubleshooting technical issues.

• Organized and detail-oriented: Able to manage multiple customer inquiries and prioritize effectively.

• Familiarity with web3/crypto is a strong plus.

What We Offer

• High-Impact Opportunity: Join a high-growth startup building the future of Web3 token management (think “Carta for Web3”). As one of our early Product Managers, your work will directly shape an important platform used by companies and investors in the crypto space.

• Execution-Driven Culture: Be part of a team that values speed and learning. We believe in shipping fast and iterating – you’ll have the freedom to move quickly and the support to do your best work. No bureaucratic hurdles, just a focus on building and delivering.

• Talented, Passionate Team: Work alongside experienced founders, engineers, and designers from top tech startups. We’re a small, tight-knit group of makers who are obsessed with product quality and user experience. You’ll collaborate in an environment that is high-velocity and high-trust.

• Ownership & Growth: You’ll own big product decisions and have autonomy to drive changes. This means steep learning and the chance to wear many hats. If you’re ambitious and proactive, you’ll find endless opportunities to grow your skills and career at Magna.

• Mission & Vision: We’re tackling complex, real-world problems in crypto and finance. It’s an exciting domain where innovation is needed – your contributions will help bring modern solutions to an emerging industry.

• Competitive Benefits: Magna offers a competitive salary and equity package, along with benefits, so you share in the upside. We invest in our team’s success and well-being – expect a supportive culture that values your contributions.

• Unlimited PTO: We have a 2 week minimum and are respectful with our OOO with respect to the natural ebb and flow of product releases.

• High-end equipment: We offer top-of-the-line M3 Macbooks and a work from home stipend to ensure that you’re equipped to build high performance systems.

• Top-notch healthcare: We offer the best available Platinum PPO and other similar plans that give you the most options with the lowest deductibles.

Join Magna, and help us build a category-defining product at breakneck speed. If you’re driven by impact, execution, and creating something users love, we’d love to hear from you!