amaps

Customer Success Manager & Community Manager, Remote | Jan. 2024 – Dec. 2024 - Managed a portfolio of 30+ B2B and B2C clients, including crypto startups and blockchain enterprises, ensuring smooth onboarding, retention, and high-value engagement. - Acted as a trusted advisor on staking, validator performance, payroll in tokens, and compliance with multi-jurisdiction HR/payroll regulations. - Increased retention by 92% and improved NPS by 18% by driving client education on wallets, token operations, and decentralized finance (DeFi). - Implemented AI-powered process automation, reducing ticket handling time while maintaining accuracy. - Developed knowledge bases and FAQs that empowered users to self-resolve blockchain-related issues, reducing repetitive support tickets by 20%. - Partnered with Product and Engineering to integrate client feedback loops into Web3 platform roadmaps, accelerating adoption and expansion. - Built and moderated active communities across Discord, Telegram, and X (Twitter), fostering adoption and loyalty through structured engagement campaigns. - Organized AMA sessions, community webinars, and reward programs to boost user participation and trust. - Leveraged social listening and sentiment analysis tools to track community health and proactively address issues.

Customer Service Analyst, Remote | Apr. 2021 – May 2022 - Analyzed customer service data from multiple channels to identify trends and improve customer journey mapping, meeting key performance goals. - Reduced ticket backlog by 35% through data-driven recommendations that improved first-contact resolution (FCR). - Delivered monthly performance reports to leadership, highlighting insights that contributed to a 15% CSAT increase.

Customer Experience Specialist, Remote | Apr. 2020 – Jan. 2021 - Developed feedback loop strategies that led to a 20% increase in customer retention by gathering feedback on brand experiences. - Conducted user experience audits of service processes, leading to a 25% reduction in customer effort scores. - Partnered with product and design teams to embed customer insights into new feature rollouts.