mcisb

Delivered support and community engagement for cross-chain bridge, assisting users with protocol operations. Operated Discord support: user assistance, troubleshooting, training (infographics). Quizzes/contests/events increased retention by 23%; mentored local and global moderators, coordinated campaigns. Managed rules and safety processes, including on weekends, and escalated edge cases according to SLA.

Managed community operations and provided technical support for Web3 infrastructure platform users across Discord. Managed a Discord community of 40K members (including weekends); CSAT 93%. Prepared sentiment reports. Created content on X/Discord (threads, posts); 1K impressions in the first hours, 20% off-hours activity. Triage and resolution of technical issues, routing tickets to engineers; incidents (spam/scam), escalations per SLA. TTR 30% through keyword-based triage, macros, and expanded FAQ/KB; kept documentation up to date.

Managed community operations and content marketing for marketing agency, serving multiple blockchain project clients. Managed Telegram 5K & Discord 2K groups. Executed Zealy/Galxe campaigns & provided support. Developed content plans, creatives boosting interaction by 200%. Educational posts gained 10K impressions.

Provided technical support, onboarded and trained new agents. Tier-2 support for 1K daily users (chat/email/phone); Salesforce; CSAT 87%, FCR growth, SLA compliance. Community initiatives → 150% active traders; onboarding & training of new agents.