Daud Asad (David Leo)

Community Manager | Social Media Manager | Customer Support Lead (CSR/CRM)

Led 55K+ Total Community Members Oversaw 25K+ & 40K+ Twitter (X) Audience Supervised $250K+ Campaign 6+ Years Experience 10+ Communities Built from 0 Managed Customer Support, KYC & Withdrawals Delivered Multi Channel Customer Support Maintained 90%+ Customer Satisfaction

Community Manager and Social Media Manager with 6+ years of experience building, managing, and scaling Web3, crypto, gaming, and startup communities. Proven track record in community growth, social media strategy, campaign management, event execution, stakeholder engagement, and ecosystem development. Experienced in launching communities from the ground up, leading engagement initiatives, managing large scale online communities, and driving brand visibility across multiple platforms.

Skilled in community operations, content planning, audience growth, partnership coordination, user retention, and community engagement. Strong background of 4+ years in customer relationship management (CRM), customer success, investor communications, KYC verification, withdrawal reviews, escalation management, and cross functional collaboration (enabling the successful alignment of community needs with business objectives).

Passionate about building thriving digital communities, fostering meaningful user relationships, and delivering measurable growth through strategic community and social media initiatives.

Professional Experience

CSR Lead · Crypto Exchange

Customer Support Lead (CSR Lead)

KAI Crypto Exchange

Oct 2025 to Jun 2026 · International (Worldwide)

Led Customer Support and Customer Success operations, driving measurable improvements in service quality and operational efficiency.
Redesigned support workflows, reporting systems, and escalation processes to reduce resolution times and improve team performance.
Implemented automation solutions within Zendesk to eliminate delays and improve ticket throughput and support consistency.
Managed escalation channels and resolved complex user issues, including withdrawal reviews and KYC verification approvals.
Oversaw Zendesk ticketing operations, email support, and live customer inquiries across multiple time zones.
Acted as the primary bridge between users, the community, and internal product and engineering teams.
Collected and structured user feedback to help implement product improvements and enhance the overall customer experience.

ZendeskKYC VerificationWithdrawal ReviewsEscalation MgmtAutomationCustomer Success

CRM · Web3 RWA

Community & Customer Relations

Thovt (RWA Web3 Project) | Dubai

Mar 2024 to Apr 2025 · Remote

Managed customer and community support across multiple channels, ensuring timely issue resolution and positive user experiences.
Assisted investors and stakeholders by handling inquiries, providing updates, and maintaining strong professional relationships.
Supported campaign execution, user onboarding, reward distributions, and wallet related assistance.
Supervised community feedback and escalations, helping improve user satisfaction and retention.
Contributed to the growth and management of a 6,000+ member Zealy community while supporting a $250,000 engagement campaign.

Investor RelationsUser OnboardingWallet SupportCRM$250K Campaign

CRM · Global · Web3

Customer Relation Management

Discord | Global

Sep 2021 to Mar 2025 · Remote

Managed and moderated international online communities, maintaining a professional and welcoming environment across multiple Web3 projects.
Responded to user inquiries and support requests while ensuring timely communication and issue resolution.
Monitored community sentiment and identified recurring concerns to improve the overall member experience.
Collaborated with moderators and project teams to maintain community standards and drive meaningful engagement.
Facilitated discussions and encouraged meaningful participation across multiple community channels.

DiscordCommunity ModerationSentiment MonitoringIssue Resolution

Social Support · Europe

Social Media Support Specialist

Twitter (X) | Europe

Jun 2021 to Sep 2024 · Remote

Managed customer interactions and user inquiries through social media channels, ensuring timely and professional communication.
Assisted users by addressing concerns, providing guidance, and resolving issues to improve customer satisfaction.
Monitored user feedback and escalated relevant concerns to appropriate teams for resolution.
Contributed to customer retention and brand trust by delivering consistent, customer focused support experiences.

Twitter/XBrand TrustEscalationCustomer Retention

Customer Service · Web3

Customer Service Representative

Fleamint (Web3 Project) | Singapore

Sep 2023 to Jul 2024 · Remote

Delivered customer support, ticket handling, and issue resolution across multiple channels including Discord, email, and live chat.
Managed user and investor communications while maintaining high service standards and fast response times.
Processed KYC verification requests, reviewed withdrawal requests, and assisted with operational compliance procedures.
Managed escalations and customer related operational tasks while supporting community moderation and retention.

KYCWithdrawal OpsTicket HandlingInvestor Comms

Community Support · DeFi

Community Support Specialist

Defactor (Tokenization & DeFi Platform) | Remote

Dec 2022 to Aug 2023 · Remote

Assisted users with platform related inquiries and support requests, maintaining fast and accurate response times.
Supported onboarding and customer education initiatives to improve user activation and product understanding.
Collected community feedback and reported user concerns to internal teams to support product improvements.
Maintained positive customer relationships through proactive engagement and consistent follow through.

DeFiUser EducationOnboardingFeedback Collection

CRM, Ticketing & Support Systems

Skilled in working across varied CRM and support platforms, with strong adaptability to new systems and fast integration into existing workflows.

ZendeskDiscordTelegram SlackNotionGoogle Workspace ZealyTrelloKYC Systems Freshdesk HubSpot Salesforce Intercom

Download Resume (CSR / CRM)

Growth Lead · Crypto Exchange

Growth Manager & Community Lead

KAI Crypto Exchange

Oct 2025 to Jun 2026 · International (Worldwide)

Built and launched 3 communities from the ground up, scaling them to approximately 7K, 10K, and 14K+ members respectively.
Managed community growth, engagement strategies, moderation teams, and member retention initiatives across multiple ecosystems.
Led social media operations, content publishing, crypto news distribution, and audience engagement to strengthen brand visibility.
Planned and executed community events, campaigns, competitions, and cross platform initiatives that increased participation and activity.
Managed verification programs, onboarding processes, and community activation strategies to improve user adoption.
Gathered community insights and collaborated with internal teams to implement user driven improvements and strengthen community satisfaction.

3 Communities Built14K+ MembersContent StrategyEvents & CampaignsVerification Programs

Events & Community

Community & Event Operations Manager

Bookie Exchange | Global

May 2024 to Jan 2025 · Remote

Executed community events, tournaments, and engagement campaigns to increase participation and retention.
Coordinated event logistics, registrations, communications, and promotions across multiple channels.
Worked closely with community leaders, partners, and stakeholders to deliver successful community initiatives.
Monitored events and feedback, increasing engagement by 40-50% and community growth by 10-20% in four months.

+40-50% EngagementEvent ManagementTournamentsStakeholder Comms

Growth Manager · Web3 RWA

Growth & Community Manager

Thovt (WEB3 RWA) | Dubai

Mar 2024 to Apr 2025 · Remote

Led community operations across a 55K+ member Web3 ecosystem (including 20K+ Discord, 10K+ Telegram, and a 25K+ Twitter (X) audience).
Built and grew a Zealy community from 0 to 6,000+ active members through campaigns, quests, and engagement initiatives.
Managed and supported a $250,000 community campaign, driving participation, retention, and ecosystem growth.
Coordinated community events, engagement programs, and growth initiatives that strengthened community activity and loyalty.
Managed investor relations, stakeholder communications, and community feedback channels.
Assisted with reward distributions, wallet support, user onboarding, and participant engagement activities.

55K+ EcosystemZealy 6K+$250K Campaign25K+ Twitter

Community Ops · Global

Community Operations & Engagement Specialist

International Communities | Remote

Jun 2021 to Mar 2025 · Remote

Managed online communities across multiple platforms, fostering engagement and meaningful member interactions.
Facilitated discussions, community activities, and engagement initiatives to strengthen participation and retention.
Monitored community sentiment, identified user concerns, and supported community health improvements.
Collaborated with moderators and project teams to maintain positive and active community environments.
Strengthened relationships between brands and community members through consistent communication and support.

Multi-PlatformModerationSentiment MonitoringRetention

Community Manager · Web3

Community Manager

Fleamint (Web3) | Singapore

Sep 2023 to Jul 2024 · Remote

Established and managed community operations across Web3 ecosystems, supporting user growth and engagement.
Coordinated moderators, ambassadors, and community contributors to maintain active and healthy communities.
Managed community campaigns, partnerships, and engagement initiatives that increased participation and brand awareness.
Served as a bridge between users, investors, and project teams, ensuring effective communication and relationship management.
Contributed to community retention through proactive engagement, support, and feedback collection.

AmbassadorsPartnershipsInvestor BridgeCampaigns

Community Manager · DeFi

Community Manager

Defactor | Decentralized

Dec 2022 to Aug 2023 · Remote

Contributed to the creation and growth of community ecosystems through engagement and retention initiatives.
Managed day to day community operations, moderation activities, and user interactions across multiple channels.
Gathered community feedback and provided actionable insights to support product improvements.
Built strong relationships with users, ambassadors, and stakeholders through consistent engagement and support.

DeFiDaily OpsModerationProduct Feedback

Download Resume (CM / SMM)

Core Skills & Competencies

Customer Support & CRM

Ticket ManagementUser Query ResolutionCustomer SupportCRM OperationsCustomer SuccessZendeskEscalation ManagementKYC VerificationWithdrawal ReviewsInvestor & Client RelationsWorkflow Automation

Community Management

Community GrowthCommunity EngagementCommunity OperationsCommunity BuildingCommunity StrategyCommunity RetentionCommunity ModerationDiscordTelegramZealyAmbassador Programs

Social Media Management

Social Media StrategyContent PlanningAudience GrowthBrand DevelopmentSocial Media OperationsEngagement StrategyCommunity MarketingTwitter (X)InstagramYouTubeTikTokGoogle Analytics

Campaigns & Events

Campaign ManagementEvent ManagementCommunity ActivationsCross Platform CampaignsPartnership DevelopmentAmbassador ProgramsReward ProgramsTournament Management

Leadership & Operations

Team LeadershipStakeholder ManagementProject CoordinationCross Team CollaborationStrategic PlanningTime ManagementWorkflow OptimizationProcess ImprovementPrioritization

Analytics & Reporting

Community AnalyticsPerformance ReportingData AnalysisCustomer Feedback AnalysisKPI MonitoringGoogle AnalyticsEngagement Rate TrackingSentiment Analysis

Certificates & Credentials

Customer Management

Great Learning

Feb 2024

Business Analysis & Process Management

Coursera

Dec 2023

Project Management

Great Learning

Jan 2024

Google Analytics Certification

Google

Dec 2023

Social Media Management

Great Learning

Feb 2024

What My Collaborators Say

"The impact on our community engagement was immediate and profound. Truly impressed by the strategic approach and dedication."

~ A Valued Partner

"Exceptional problem solving and a remarkable ability to foster positive relationships. An invaluable asset to any team."

~ A Satisfied Client

"Consistently exceeded expectations in managing complex user inquiries. Their professionalism and efficiency are truly commendable."

~ A Project Lead

"The growth and vibrancy of our online communities are a direct result of their expert management. A true leader in digital engagement."

~ An Industry Peer

"David consistently goes above and beyond, providing insightful solutions and fostering an incredibly supportive community environment."

~ Community Member

"His ability to streamline communication and resolve complex issues quickly made a significant difference in our project's success."

~ Operations Manager

"A true professional who understands the nuances of digital communities. Our social media presence has never been stronger."

~ Marketing Director

"David's proactive approach to client relations and his dedication to improving user experience are exemplary."

~ Senior Advisor

Connect & Collaborate

Open to Community Management, Social Media, Customer Support Lead, and CRM roles (remote or hybrid).

Daud48581@gmail.com

Building ThrivingDigital Communities