Community Manager

Moderated a highly active Discord server with over thousands of members and hundreds of daily interactions, ensuring a safe and engaging user environment. Resolved 95%+ of member disputes independently, applying fair and consistent rule enforcement while de-escalating conflicts quickly. Responded to a number of daily member inquiries, providing accurate and timely information, and escalating only complex cases to admins. Supported and facilitated live AMAs, product launches, and marketing campaigns, increasing member participation by 30% during key events. Collaborated with team leads to refine moderation protocols and flag system improvements, improving community issue response time by 20%.

Delivered multi-channel customer support (email, live chat, Discord) to 3,000+ active subscribers, consistently maintaining a 98% customer satisfaction rate. Onboarded new members and ensured seamless access to trading tools, reducing setup issues by 40% through clear SOPs and proactive assistance. Edited and optimized 20+ educational videos, enhancing clarity, instructional value,and alignment with the company's branding and tone. Partnered with the web development team to identify and correct website content issues, improving overall site accuracy and user experience. Updated and maintained web content, aligning with evolving brand voice and reducing client confusion or misdirection