aniecan
Customer Support Officer
Web3 Customer Support & Community Advocate | User-Centric | Decentralization Enthusiast
I’m a Web3-native support professional passionate about bridging the gap between blockchain tech and everyday users. With a strong focus on empathy, clarity, and problem-solving, I help users feel seen, heard, and supported—whether in Discord channels, DAO forums, or support ticket systems.
From onboarding new users to resolving complex edge cases, I bring a community-first mindset and a deep understanding of decentralized ecosystems, crypto culture, and Web3 tools. I’m especially skilled at turning feedback into insights, and chaos into calm.
Actively looking to support mission-aligned teams in DeFi, DAOs, NFTs, or L2s—where user experience, trust, and community matter most.
Let’s make Web3 more human, one support ticket at a time.
Experience: 6 years
Yearly salary: $50,000
Hourly rate: $15
Nationality: 🇳🇬 Nigeria
Residency: 🇳🇬 Nigeria
Experience
Customer Support Officer
BittComms Multimedia Ltd 2018 - 2024
User Onboarding & Education: Successfully onboarded over 1,000+ users to BittComms' decentralized platforms, guiding them through wallet setup, dApp interaction, and account security best practices. Community Engagement: Managed and moderated Discord and X (Twitter) communities of 3k+ members, maintaining a 98% positive sentiment rating and fast moderation response times. Support Ticket Management: Resolved 95% of support tickets within 24 hours using platforms like Intercom and Zendesk, maintaining an average CSAT score of 4.8/5. Knowledge Base Development: Created a self-service support hub that reduced inbound ticket volume by 30%, covering FAQs, step-by-step guides, and how-to videos for wallet usage, NFT minting, and token swaps. User Feedback Loop: Facilitated weekly feedback reports from user queries and feature requests, directly influencing 3 major product updates and improving retention. Crisis & Incident Response: Led user comms during downtime or contract migration events, reducing FUD and ensuring 100% transparency during incidents. Data-Driven Reporting: Produced monthly performance reports with insights on ticket trends, response times, and user satisfaction—resulting in a 20% improvement in resolution efficiency. Web3 Tools Proficiency: Assisted users with wallet issues (MetaMask, WalletConnect), blockchain transaction tracing (Etherscan), and DAO governance participation (Snapshot, Tally).
Skills
customer-success
kyc
research
customer-support
english