makuroi

Built and ran customer success programs for two crypto products: onboarding guides, wallet safety docs, FAQ libraries, and structured AMA formats. Shipped 70+ weekly updates (Discord/X/Telegram): product status, performance summaries, market context, and risk disclosures. Reduced repetitive support questions through proactive, clear communication. Hosted 1–3 AMAs per month and published 2–5 announcements per week; managed community engagement and moderation across Discord and Telegram. Created lightweight KPI dashboards in Sheets/Notion (user activity, engagement, claims, sentiment) and used them to guide operational decisions. Coordinated a contract migration end-to-end: wrote step-by-step user instructions, set timelines, ran Q&A sessions, and tracked completion. Minimal escalations. Provided direct customer support: wallet connectivity troubleshooting, seed phrase / signing security education, transaction guidance, and escalation handling. Scoped and QA’d rule-based trading automations (entry/exit logic, SL/TP, usage caps); documented guardrails and risk parameters in plain English for non-technical users. Ran go-to-market for a new product: partner outreach, AMA tours, payment integrations, pitch materials, and community growth campaigns. Managed vendor/partner relationships: negotiated terms, set KPIs, and coordinated cross-functional delivery with product, design, and engineering teams.

Managed client relationships: financial needs assessment, product recommendations, onboarding, and ongoing account support in a regulated environment.

Delivered corporate training on presentation skills, meeting management, and business communication to Korean professionals and executives.

Licensed stockbroker who educated retail investors on order types, risk, and market fundamentals—foundation for finance-literate customer support.