Barnaba Thabiti
Web3 Community Manager and Support Specialist with experience supporting crypto, DeFi, and AI communities across Discord and Telegram. Currently contributing to Katana Network (incubated by Polygon Labs & GSR), managing daily user support, onboarding, escalation, and moderation for a high-volume DeFi ecosystem.
Resolves 50+ queries daily with under 10-minute average response time, and partners with product and engineering teams to convert user-reported issues into shipped fixes.
Experience
Community & Ecosystem Contributor
Katana Network
Tanzania
Incubated by Polygon Labs & GSR
•Resolved 50+ user support queries daily across Discord and Telegram during peak campaign periods, maintaining
under 10-minute average response time with zero unresolved tickets.
•Onboarded 30+ users daily on staking, vaults, bridge transactions, swaps, LPs, and Perps, reducing friction for new
participants entering the ecosystem.
•Simplified complex DeFi mechanics (Morpho, Sushi, Spectra, Yearn, Pendle, Aave, prediction markets) for non-
technical users, cutting repeat questions and easing adoption of advanced features.
•Escalated 30+ recurring UX and product issues to the dev team, directly contributing to tracked fixes shipped across
multiple releases.
•Managed end-to-end support tickets with under 10-minute average response time, ensuring no user query went
unresolved during high-volume events.
•Blocked 5–15 spam and scam attempts daily, safeguarding community trust and maintaining a secure environment
across active channels.
•Supported high-stakes campaigns and competitions, including the $200K Perps trading competition, sustaining
engagement and smooth operations during peak-traffic launches.
•Relayed user feedback to the product team on an ongoing basis, supporting continuous improvements to product clarity
and UX.
Education
Skills
LANGUAGES
English
Fluent
Swahili
Fluent