Community Manager / Customer Care Lead - Doonamai - Remote
(2025-04 - 2026-03)
Web3 / Gaming studio / StartUp — Customer & Merchant Operations
- Owned a portfolio of platform merchants and users end to end managing onboarding, activity monitoring, issue resolution, and retention from a single point of accountability.
- Maintained sub 24hour SLA compliance across all merchant facing channels, processing high volumes of support tickets up to 30 tickets daily with consistent quality standards, directly mirroring the speed and ownership expectations of a Merchant Success role.
- Monitored merchant and user activity trends to identify early warning signs flagging behavioural anomalies, failed transactions, and drop off patterns before they escalated into churn/fud.
- Designed and executed structured onboarding journeys for new platform participants, reducing time to live and early drop off through guided walkthroughs and proactive education resources.
- Coordinated a distributed support and moderation team across time zones, ensuring continuous merchant coverage and quality assurance demonstrating remote first operational leadership.
- Delivered structured feedback loops from merchant interactions to product and leadership, informing product improvements that reduced friction in key transaction workflows.
- Enforced platform trust and safety policies, resolving escalated merchant disputes and maintaining service integrity aligned with compliance standards.
- Organised platform engagement initiatives that measurably improved daily active participation and long term retention metrics across the merchant base.
Community Manager - Soundromeda - Remote
(2025-05 - 2025-11)
Web3 / AI Platform — Growth & Merchant Success Operations
- Contributed directly to key community growth KPIs by getting over 400 signups in less than 24hours that supported successful project grant acquisition of $30,000 from Polygon demonstrating a results driven, commercially minded approach to relationship management.
- Designed and executed structured merchant and user engagement campaigns that drove sustained platform participation and improved merchant spending patterns across Discord and Telegram.
- Built and delivered onboarding and education resources that streamlined go live for new participants and reduced repetitive support volume freeing capacity for high-value merchant engagement.
- Led moderator onboarding and workflow documentation to standardise operations and ensure consistent, high quality support across the merchant/community facing team.
- Maintained transparent communication channels between project leadership and community stakeholders, ensuring timely issue resolution and sustaining platform trust.
Community Team Member - Alpha HUT
Decentralized Community
- Supported moderation, merchant engagement, and community operations within decentralised digital platforms building foundational skills in high volume stakeholder management.
Partnership Manager - Rise of AI TECH
Web3 AI StartUp
- Managed outreach and relationship coordination for project partnerships and community expansion initiatives developing B2B stakeholder communication skills.
Operations Assistant - Infinite Victory
Web3 Gaming StartUp
- Provided day to day operational coordination and administrative support, ensuring smooth team workflows and timely issue resolution.
