Olaide P. Oluwole

Customer Services | Technical Support | User Support & Retention

Community and user-experience professional with 6+ years of experience across community operations, user support, product adoption, retention, technical content, and Web3 ecosystems. Managed communities of hundreds of thousands of users; improved user retention by 57%, reduced customer-support queries by 30%, and improved community-management communication efficiency by 17%. Experienced in customer/user lifecycle management, support workflows, incident response, community engagement, feedback collection, product insights, cross-functional collaboration, and user education.

Lagos, Nigeria
LinkedIn
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Work Experience
Growth & Community Manager
Neon LabsRemote
Jun 2023 — Present
  • Managed a community of hundreds of thousands of users across decentralized platforms, coordinating engagement, education, support, and feedback initiatives to strengthen product adoption, retention, and overall user experience
  • Improved user retention by 57% through data-informed growth experiments using blockchain analytics, user-behaviour insights, and community performance data
  • Built and launched an ambassador program combining grassroots engagement and influencer campaigns, using KPIs to monitor audience development and campaign performance
  • Established rapid-response monitoring across Discord, X/Twitter, Telegram, CoinMarketCap, Lens, and Farcaster to identify and resolve community incidents, misinformation/FUD, impersonation, and trust risks
  • Led end-to-end incident response during a high-volume airdrop, resolving hundreds of user-support tickets and coordinating scam/impersonation mitigation, escalations, and community communications
  • • Streamlined user -support and feedback workflows to improve communication quality and strengthen community retention and satisfaction.
  • • Managed Zealy events and an on -chain points program focused on customer/user education, product adoption, engagement, and feedback collection.
  • • Executed community incentive campaigns across Zealy, Questn, Interact, and SuperTeam, contributing to adoption and retention gains within three months.
  • • Led partnership and integration campaigns from pre -launch awareness through launch engagement and post-launch support, coordinating user communications and participation.
  • • Imp roved community-management communication efficiency by 17% by introducing new tools and operating processes.
  • • Partnered with product, marketing, engineering, and development teams to translate community feedback into product improvements and growth initiatives.
  • • Published the SolStreet Journal as a biweekly educational resource delivering curated Solana blockchain insights and analysis.
Freelance
Independent Blockchain Researcher & Technical WriterRemote
Sep 2020 — Jun 2023
  • Delivered technical documentation, product content, research, and content strategy for Web3 and DeFi projects, translating complex product information into accessible user-facing resources
  • Investigated emerging dApps, protocols, and DeFi ecosystems and synthesized findings into clear, actionable content for users and stakeholders
  • Created and refined user manuals and product guides that reduced customer-support queries by 30% while improving user comprehension and product education
  • Produced and edited white papers, user manuals, product guides, research reports, and Web3 articles, maintaining accuracy, clarity, consistency, and audience relevance
  • Researched and proofread white papers for eight memecoin/NFT projects and Web3 initiatives, strengthening customer-facing technical communication
  • • Produced and edit ed white papers, user manuals, product guides, research reports, and Web3 articles, maintaining accuracy, clarity, consistency, and audience relevance.
  • • Used Markdown, LaTeX, CMS platforms, Grammarly, and ChatGPT to structure, edit, proofread, and publish documentation and research content.
Community Manager
CommunRemote
Jun 2020 — Oct 2020
  • Researched African blockchain communities and marketing strategies to identify customer/user engagement and platform-integration opportunities
  • Delivered community events, campaigns, educational content, and interactive activities to increase participation and strengthen user engagement
  • Analyzed campaign and community metrics to identify performance trends and inform data-driven adjustments
  • Collected and analyzed customer/user feedback on platform performance and features, translating insights into actionable product-improvement recommendations
  • Supported high-volume Alpha/Beta users by resolving product issues and maintaining user satisfaction during early-stage product rollout
Content Strategist & Creator
Steemit / HiveRemote
Feb 2017 — Jun 2020
  • Created educational blockchain content for university-level audiences, translating practical applications of decentralized platforms and emerging Web3 opportunities into accessible learning materials
Projects
AI / LLM Training for Crypto Price Forecasting

Trained and optimized AI/LLM systems using Venice.ai and Assisterr.ai to monitor and forecast cryptocurrency price movements across Solana, Base, and BSC ecosystems.

Cursor Code LLM Development

Contributed to the development and training of the Cursor Code LLM for Capstone Project Bedrock, supporting system architecture and model implementation.

NEON EVM Multi-Channel Content

Created and published technical and community content across DeBank, Hey.xyz, CoinMarketCap, and Farcaster, maintaining technical accuracy, brand consistency, and audience relevance.

SolStreet Journal

Authored a biweekly newsletter delivering curated insights and analysis on the Solana blockchain.

Web Information Projects

Built user-focused informational websites, including mental-health and substance-use awareness sites, emphasizing accessible content and intuitive user experience.

Skills
Customer ServiceCommunity ManagementTechnical SupportUser SupportUser Lifecycle ManagementCustomer SuccessProduct AdoptionUser RetentionCustomer FeedbackCommunity EngagementIncident ResponseTrust & SafetyEscalation ManagementTechnical WritingCampaign ManagementKPI & Performance TrackingCross-functional CollaborationWeb3BlockchainCustomer/User SupportVoice of CustomerKnowledge Base / User DocumentationSaasCross - functional CollaborationWeb3 / BlockchainSalesforceZendeskJiraConfluenceNotion
Education
Advanced Diploma, Cloud Engineering – DevOps
AltSchool Africa
Postgraduate Certificate (PGCert), Business Administration
Torrens University Australia
Higher National Diploma (HND), Electronics & Telecommunications Engineering
The Federal Polytechnic Bida, Niger State
National Diploma (ND), Electrical & Electronics Engineering
State Polytechnic Iree, Osun State
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