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Allwell User

@allwell

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Customer Support & Experience | SaaS & B2B | Community Support Specialist

Nigeria

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What I'm looking for

I'm open to customer, technical, and product support roles at SaaS and B2B companies.

Customer support professional with 5+ years of experience, including community support, resolving user issues, troubleshooting technical problems, explaining complex product features, and improving customer experiences across SaaS, B2B, and blockchain companies. Experienced in ticket management, issue triage, user engagement, product education, beta testing, and bug escalation. Handled 80–100 user questions and issues weekly with average response times of 2–3 minutes (5–10 minutes for complex queries). Skilled at turning technical concepts into clear answers that help users get unstuck and keep using the product.

Experience

Work history, roles, and key accomplishments

Community Support Specialist

cheqd

Oct 2022 - Feb 2026 (3 years 4 months)

• Supported 30 to 100 active community members daily across Telegram and Discord by resolving product issues and guiding users through complex self-sovereign identity and SaaS solutions.
• Explained complex identity concepts to non-technical users, including how did:cheqd DIDs identify issuers on the cheqd Network and how DID Documents and verification methods support issuer verification.

Community Support Specialist

MarbleDao

May 2022 - Jan 2024 (1 year 8 months)

• Troubleshot live product issues and clarified technical workflows for 30–50 active community members across Telegram and Discord.
• Created a process for resolving wallet transaction issues, helping users complete transactions without waiting on the team.
• Joined beta testing of the NFT marketplace, DeFi releases, and testnets, reporting and escalating bugs.

Community Support Specialist

AssetMantle

May 2022 - Mar 2023 (10 months)

• Managed and resolved user tickets and queries on Discord, tracking each issue through to resolution.
• Managed Telegram and Discord community engagement to support user adoption across the NFT marketplace and blockchain ecosystem.
• Shared product updates and educational content using product documentation to help community members understand the platform and its developments.