Barnaba Thabiti
Dar es Salaam, Tanzania (GMT+3) · Full-time, Remote · Flexible with shifts, weekends, and time zones Customer Support Specialist with 3+ years resolving 50+ inquiries daily across live chat, Discord, and Telegram. Strong at triage, quickly telling whether something needs a direct answer, deeper investigation, or escalation, and following it through with clear documentation. Has worked directly with engineering to turn recurring issues into shipped fixes rather than repeat tickets.
Comfortable learning complex, fast-moving products quickly, and uses AI tools like ChatGPT and Claude daily as part of research and support workflows. Based in Tanzania, working remotely.
Experience
Customer Support Specialist
Katana Network
Incubated by Polygon Labs & GSR Resolved 50+ customer inquiries daily across live chat, Discord, and Telegram, averaging under 10 minutes response time. Managed end-to-end ticket lifecycle, including logging, triaging, and closing, keeping nothing unresolved even during high-volume periods. Escalated 30+ recurring technical issues to engineering with clear context, contributing to fixes shipped across multiple releases. Guided non-technical, first-time users through account setup, wallet issues, and transaction troubleshooting. Documented recurring questions into internal guides, reducing repeat explanations and supporting team onboarding. Flagged 5–15 suspicious or fraudulent requests daily, protecting customer accounts. Used Salesforce for ticket logging and management, and pulled reporting/dashboards to track volume and issue trends. disruption. Kept support running through high-traffic launches and campaigns, including a $200 K promotional event, without
Nest Protocol – Community & Customer Support
Handled day-to-day user support and conflict resolution across a Discord and Telegram community of 100 K+ members. Resolved 30+ user queries daily, helping non-technical users understand and onboard onto the platform. Moderated and supported the Summoners Arena community, an RPG NFT game with 60K+ members, drawing on personal experience as an active player.
Skills
Customer support specialistLive Chat & Async SupportDocumentation & ProcessImprovementFast Product LearningFraud & Risk FlaggingCross-FunctionalCollaborationChatGPT & ClaudeAI-Assisted Research & DraftingSalesforceZendeskIntercomSlackCrypto & Web3 ProductsDigital Wallets & Payment TroubleshootingDe Fi FundamentalsCrypto Gaming & NFT CommunitiesEnglishTicket Triage & Escalation