Open to opportunities

Abraham Effiong

@abrahameffiong

Customer Support & Customer Success Specialist who builds adoption, value realization, and scalable support for global tech products.

Nigeria

Message

What I'm looking for

I want a remote-first role where I can support users with both technical and financial accuracy, drive product adoption and retention, and build scalable community and ticketing workflows that prevent issues before they escalate.

I’m a Customer Support and Customer Success Specialist with 4+ years of experience supporting global users across technology and financial products in remote-first, multi-platform environments. I combine technical and account-related support with product adoption, proactive user education, retention, and issue prevention—translating complex financial and technical information into actionable guidance users can act on.

In my most recent role, I managed and moderated online communities of 10,000+ members, resolved 50+ user support tickets daily, and improved repeatable resolutions by building automation and documentation from the ground up. I’ve also led implementations of dedicated ticketing workflows, stress-tested product functionality ahead of complaints, and delivered structured QA/UX feedback to product teams—leveraging AI-assisted communication and transcription tools to streamline operational workflows.

Experience

Work history, roles, and key accomplishments

Current

Community Manager & Support

Current

Quicksilver Protocol

May 2023 - Present (3 years 2 months)

Managed and moderated online communities across multiple technology platforms, resolving 50+ user support tickets daily for account access, onboarding, subscriptions, and product updates. Provided transaction/payment diagnostics, analyzed DeFi liquidity and yield opportunities, implemented moderation automation, and improved support operations via a dedicated ticket system and proactive documentat

Community Management Online Community Moderation Ticket Resolution CRM Tools Freshdesk Zendesk Multi Platform Account Diagnostics APR APY Trend Analysis Yield Opportunities Product Onboarding Customer Education Documentation Keyword Detection Rules Support Ticketing Systems HubSpot

Current

Product QA & Beta Testing

Current

Sui Network

Jan 2021 - Present (5 years 6 months)

Ran structured product and beta testing to identify UI/UX friction and technical issues ahead of public launch. Delivered structured technical and interface feedback to product teams and supported testing across related platforms.

Beta Testing Product Quality Assurance UI Testing Feedback Product Testing

Customer Support & Ops Supervisor

Metrosmart Logistics

Feb 2022 - Dec 2023 (1 year 10 months)

Provided customer support and administrative operations for a logistics company, handling delivery complaints and maintaining customer feedback and retention systems. Supervised a 10-person team by coordinating pickups/drop-offs and supporting field staff recruitment and onboarding.

Customer Support Operations Support Team Supervision CRM Tools Pick Up And Drop Off Coordination Onboarding

Brand Ambassador & Community

Sentinel dVPN

Sep 2021 - Jan 2023 (1 year 4 months)

Created educational and promotional content to drive awareness and user adoption and guided onboarding by answering product questions. Coordinated campaign updates and relayed structured user feedback to product teams across multiple associated platforms.

Educational Content Creation User Onboarding

Mathematics & Physics Teacher

Primary & Secondary Schools

Jan 2017 - Jan 2021 (4 years)

Taught Mathematics and Physics, developing clear communication skills and simplifying complex concepts for diverse groups. Completed industrial training as part of engineering coursework during the teaching period.

Mathematics Teaching Physics Teaching Classroom Instruction

Community Growth Specialist

Sentinel dVPN

Jan 2024 - Present (2 years 6 months)

Built and grew a Nigerian-focused Telegram community and coordinated a funded joint campaign with OmniFlix Network, including a live Q&A and community-driven content activation. Created node-creation documentation to support user education and onboarding.

Campaigns Live Q&A Moderation User Onboarding Node Creation Documentation Campaign Coordination

Education

Degrees, certifications, and relevant coursework

University of Uyo

Petroleum Engineering

2015 - 2021

Completed Petroleum Engineering coursework at the University of Uyo from 2015 to 2021, with the certificate pending. Coursework helped support a transition into technology and customer-facing career paths.