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Diana Grigoreva

@dianagrigoreva

Customer support and community manager at Opinion who supported B2B and B2C users and maintained a 70% ambassador retention rate.

Russian Federation

Message

At Opinion, I handled 50+ daily B2B and B2C support tickets through Discord, with a first response time of under an hour.

I maintained 70% retention among 60+ ambassadors through 1:1 communication and program improvements based on user feedback.

At Atomic Wallet, I translated product features into clear guidance for 900K+ email subscribers and partnered with the product team on launch messaging.

At AI/ML API, I reported community feedback that led to six product improvements, including RAGFlow integration. I also helped grow its B2B Discord community from 1.3K to 3K members.

Experience

Work history, roles, and key accomplishments

Community & Support Lead

Opinion

Apr 2025 - Jun 2026 (1 year 2 months)

Handled 50+ daily B2B and B2C support tickets via Discord, maintaining a <1 hour first response time. Maintained 70% retention of 60+ ambassadors through empathetic communication and iterative program improvements.

Customer Support Discord B2B Support B2C Support Community Management Ticket Management User Feedback

Marketing Manager

Atomic Wallet

Jul 2025 - Apr 2026 (9 months)

Translated complex product features into simple, user friendly guidance for 900K+ email subscribers. Partnered with the product team to define priorities and support product launches with user friendly messaging.

Marketing Email Marketing Product Messaging User Education Cross Functional Collaboration

Community Lead

AI/ML API

Collected and reported user feedback that led to 6 product improvements, including integration with RAGFlow. Grew a B2B Discord community from 1.3K to 3K members by acting as the main point of contact for business users and partners.

Community Management Discord B2B User Feedback Product Improvement Customer Support