The crypto role no one talks about

The loudest voices in crypto often belong to founders, developers, or influencers. But behind every project’s public face, someone else is keeping the wheels turning – answering questions, calming panic, and relaying updates at all hours of the day. These people are called community managers, and their stories rarely get told.

Often managing platforms like Discord and Telegram, crypto community managers serve as the first point of contact for users – moderating discussions, handling concerns, and translating internal updates into public messaging. They act as a vital link between project teams and their communities, especially during times of uncertainty.

Sharing insights with The Crypto Radio, CJ – a former community manager who has since shifted to healthcare – detailed his personal challenges in a role marked by constant demands and shifting priorities. Alongside his account, several community managers who preferred to remain anonymous shared similar struggles, underscoring a shared struggle across the industry.

"I’ve been tasked to moderate multiple projects all at once with different time zones that don't match our own,” CJ said. “I got through it with proper time management and with the help of translation apps."

These insights set the stage for a deeper exploration of the issues facing community managers in crypto. Beyond individual anecdotes, a collective voice speaks out about unrealistic expectations, the pressure to maintain positivity amid project failures, and a persistent lack of transparency that leaves them vulnerable to crises. The following sections delve into these challenges, interweaving CJ’s experiences with those of his anonymous peers.

Forced to stay positive as projects collapse

Community managers often find themselves in the unenviable position of having to exude optimism, even when projects spiral toward failure. This pressure to maintain a positive front can feel like walking a tightrope when the underlying issues are both palpable and, at times, disastrous.

Many managers have witnessed projects deteriorate rapidly, with a significant number later revealed to be scams. The challenge lies in upholding investor and community trust, even when every internal indicator suggests that the project is doomed.

Anonymous voices in the field share CJ’s account, noting that the responsibility to keep morale high is a constant burden. They recount long nights spent fielding questions and soothing frayed nerves, even as doubts fester behind closed doors.

"Yes, a lot of projects failed and turned out to be a scam. I wasn’t aware of the latter. In the failing projects, I usually keep my hopes up and make sure that everything will turn out fine,” CJ said. “Ensuring the community was the hardest part. No promises were made but it takes a whole lot to keep their trust and faith in a project."

The sentiment is unanimous among these professionals. Despite knowing that the project’s foundations may be crumbling, they are expected to deliver updates filled with hope and reassurance. This duality – between internal despair and public optimism – creates a persistent internal conflict.

Moreover, these experiences are not isolated to one individual. Several anonymous community managers have recounted similar episodes where the stark reality of project failures clashed with their professional duty to project confidence. Their shared experiences highlight the critical need for realistic goal-setting and clearer internal communication.

Crypto’s transparency gap hits community teams

Transparency is hailed as a cornerstone of the crypto ethos, yet community managers often find themselves at the receiving end of controlled information. They are expected to distill complex roadmaps and strategic plans into digestible updates for the community, even when they lack full access to the underlying details.

CJ explains that while official documents and scheduled briefings are provided, the nuances of decision-making and internal struggles remain hidden from him. This gap between what is known internally and what is communicated externally leaves managers in a precarious position.

Anonymous managers have voiced their frustration with this opacity, noting that it hampers their ability to provide informed updates. The disconnect forces them to act as interpreters, often having to fill in the blanks with limited information from higher-ups.

This approach, though designed to streamline communication, often leaves community managers grappling with uncertainty. Without comprehensive insights into a project’s inner workings, they risk misinforming the community or inadvertently overlooking critical issues.

Ultimately, the transparency dilemma underscores a broader issue within the crypto ecosystem: the need for balance between strategic secrecy and the ethical imperative to keep community stakeholders adequately informed.

Left in the dark: uninformed until it’s too late

A recurring challenge for community managers is the timing of critical information flow. Too often, they learn about major issues only when the community is already buzzing with concern. This delayed awareness places them in a reactive role, scrambling to manage fallout after the fact.

CJ recalls instances where key developments – and sometimes, alarming failures – were disclosed to the public before he was ever given a heads-up. This reactive dynamic not only undermines his authority but also compromises his ability to mitigate damage effectively.

"The crypto space is like the real world, some are frauds, some are not,” CJ said. “Working in multiple proje cts made me realize the greed of people. I stand with the community/ investors."

This recurring problem has sparked a broader conversation about accountability in the crypto industry. Many community managers argue that a proactive approach to sharing critical information could prevent the escalation of minor issues into a full-blown crisis, ultimately preserving trust and fostering a healthier ecosystem.

Navigating the shadows

The collective insights from CJ and his fellow community managers reveal a profession marked by relentless pressure and complex challenges. Whether it’s managing unrealistic expectations, maintaining a facade of optimism amid project failures, grappling with opaque communication channels, or being left uninformed until crisis hits, the role demands a resilience that is often taken for granted.

Anonymous voices across the field share a common plea: for more realistic expectations and a commitment to transparency from project leaders. Their experiences underscore the need for a cultural shift within the crypto industry, where community managers are empowered with the information and support necessary to fulfill their roles effectively.

The invisible labor of community managers – both seasoned veterans like CJ and those who choose to remain anonymous – is a cornerstone of the industry’s success. Their experiences offer a window into the complexities of digital community management and the urgent need for reform.

As the crypto ecosystem matures, the lessons shared by those on the front lines offer a blueprint for change. By trusting and supporting these managers as strategic partners – not just messengers – crypto projects can build stronger communities and avoid preventable crises.