Protocol Support Manager
Risk Labs Foundation is the team behind the UMA and Across. We are building infrastructure to bring truth onchain and unlock seamless crosschain interoperability. UMA is an open-source, decentralized oracle protocol that allows for the verification of data for third-party contracts on the blockchain. It consists of an Optimistic Oracle and a Data Verification Mechanism (DVM). Risk Labs develops the software and interfaces for the UMA protocol, which remains non-custodial and is governed by UMA tokenholders.
About Risk Labs
Risk Labs Foundation is the team behind the UMA and Across. We are building infrastructure to bring truth onchain and unlock seamless crosschain interoperability. UMA is open-source software providing supportive infrastructure for contracts created by third parties. The UMA network oracle system consists of two core components: the Optimistic Oracle and the Data Verification Mechanism (“DVM”), (together the "Network"). The Network is used to facilitate determinations made with respect to decentralized finance ("DeFi") contracts, or third party integrations using UMA's Network. The Interfaces provide a user-friendly way to interact with the UMA protocol. Risk Labs provides the Interfaces for convenience, but does not control the underlying blockchain transactions, any assets involved in these transactions, the terms of any contracts, or the outcomes of the Network. Risk Labs never takes possession of your assets or private keys at any point; the UMA protocol is and will remain non-custodial, meaning you alone control your crypto assets and transactions. Risk Labs does not claim ownership over the core UMA protocol or the data submitted to or returned by the Network - those are part of a public, decentralized network. All on-chain contributions and the outcomes determined by the Network are not within Risk Labs' control.
Skills
About the Role
You will act as a human-in-the-loop decision maker, evaluating and validating protocol-related proposals and applying structured reasoning to ambiguous scenarios. You will triage and resolve a broad range of questions and issues, review AI-generated responses and support corrective training, identify recurring problems and suggest system improvements, and communicate efficiently with product, engineering, and marketing. You will build deep working knowledge across protocols and take ownership of resolutions, escalations, and user support tasks while adapting to evolving responsibilities.
Responsibilities
- Evaluate and validate protocol proposals
- Triage and resolve protocol questions and issues
- Review AI-generated responses and support AI training
- Identify recurring issues and propose system improvements
- Communicate with product, engineering, and marketing
- Build deep working knowledge across protocols
- Take ownership of resolutions and escalate when necessary
- Adapt to evolving operational needs
Benefits
- Remote-first work
- Flexible work environment
- Personal wellness support