Sofia Z.

Grew a Discord community from 60K to 100K+ members | Hosted 500+ community events | Conducted 300+ user interviews | Led cross-functional teams of up to 20 people | Used Intercom automation to cut first response time from 48 hours to under 3 minutes and reduce support ticket volume by 60%. I’m a Community Lead with 7+ years across AI, SaaS, Web3, Tech, and gaming. I grew from Community Moderator to Community Manager, Community Lead, and Head of Community Support. I work globally and remotely across US (EST/PST), Europe (CET), UK (GMT), UAE (GST), and APAC time zones, collaborating with founders and teams across Community, Product, Marketing, QA, and Support. I work with early-stage startups, corporate companies, and individual clients to build communities from scratch and take existing ones to the next level. My experience covers community strategy, growth, engagement, customer experience (CX), retention, user research, beta testing, product feedback, and support operations. I connect community growth with business goals, turn engaged users into loyal customers, and build strong customer relationships. Companies I’ve worked with Praktika.ai: AI language-learning EdTech SaaS app with 1.2M+ MAU and $20M in revenue. Videfy.ai: AI video creation SaaS platform in beta. MineFarm: Web3 gaming Top 10 Telegram Mini App with 500K users and 120K MAU. Filmio: Web3 DAO film financing platform with 200+ film projects and $8M+ in funding. LeMieux: Premium equestrian e-commerce brand selling in 90+ countries. How I can help: COMMUNITY STRATEGY, GROWTH & MANAGEMENT: Community-Led Growth (CLG), community strategy, community building from scratch, community audits, community launches and relaunches, audience growth, Discord server setup and architecture, channel organization, onboarding flows, community guidelines, moderation, community operations, community analytics, KPI tracking, performance reporting, crisis management, conflict resolution, anti-spam and anti-scam protection. COMMUNITY ENGAGEMENT, CONTENT & EVENTS: Community engagement, engagement strategy, content strategy and calendars, content creation, social media management, organic growth, social listening, comment engagement, SEO-targeted outreach, user-generated content (UGC), community campaigns, gamification, loyalty and ambassador programs, referral campaigns, Zealy campaigns, Galxe quests, Gleam competitions, contests, giveaways, event planning and hosting, AMAs, live sessions, community challenges, educational content, brand voice and messaging. CUSTOMER EXPERIENCE & SUPPORT OPERATIONS: Customer experience (CX), customer support operations (Support Ops), customer onboarding, customer satisfaction (CSAT), customer retention, customer lifecycle management, support team management, ticket management and deflection, first response time (FRT) optimization, support workflows, Help Center and FAQ setup, support documentation, review management, mobile app rating optimization, refund management, Intercom, Respondio, ManyChat, Stripe, RevenueCat, Amplitude. USER RESEARCH, BETA TESTING & PRODUCT FEEDBACK: User research, UX research, user interviews, customer feedback analysis, surveys, focus groups, beta testing programs, tester recruitment and screening, feedback forms and databases, Voice of Customer (VoC), feedback loops, product discovery, feature requests, bug tracking, QA collaboration, Jira, user insights, product improvement recommendations. PARTNERSHIPS, OUTREACH & INFLUENCER MARKETING: Partnership strategy, partner research and outreach, lead sourcing and qualification, B2B lead generation, cross-promotional campaigns, community partnerships, brand collaborations, influencer and KOL outreach, creator partnerships, ambassador partnerships, campaign management, Modash, Collabstr. TEAM LEADERSHIP, OPERATIONS & AUTOMATION: Cross-functional team leadership, team coordination and training, moderator management, workload planning, KPI frameworks, performance management, operational workflows, process improvement, AI tools, AI-assisted feedback analysis, support and workflow automation, data-driven reporting, retention metrics, churn analysis. PLATFORMS, CHANNELS, TOOLS & SOFTWARE: Discord, Telegram, WhatsApp, Slack, Reddit, X (Twitter), FB, YouTube, Instagram, TikTok, Threads, Invision Community, MEE6, Dyno, Carl-bot, Controller Bot, BotFather, Discord AutoMod, Zealy, Galxe, Gleam, ChatGPT, Claude, Gemini, Perplexity, Notion, Confluence, ClickUp, Trello, Airtable, Typeform, Mailchimp, Brevo, HubSpot, Buffer, Sprout Social, Otter.ai, Calendly, Zoom, Loom, Google Workspace, Google Play Console, App Store Connect. INDUSTRIES & PRODUCT TYPES: AI products, SaaS, Web3, blockchain, GameFi, Telegram Mini Apps, mobile gaming, EdTech, AI language-learning apps, AI video creation tools, e-commerce, premium consumer brands, creator communities, media, NFT projects, DAO platforms, film and entertainment technology. Send me a DM and let’s get to work!