Protocol Support Manager

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.

• •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.

We’re a mission-driven team aligned with the ethos of crypto and focused on meaningful impact. We value ownership, adaptability, and kindness. We support personal wellness, professional growth, and flexible work environments — whether you’re family-focused, nomadic, or somewhere in between.