David Collins

I'm a Technical Support and Community Manager with 5+ years of experience building high-performing support operations for SaaS, Web3, and AI-driven platforms remotely, from Nairobi.

I specialise in two things: keeping support teams running at peak efficiency, and building communities that users actually want to be part of. Over the course of my career, I've managed environments handling 400+ tickets daily, sustained a 98%+ CSAT rating, and grown a product community to over 12,000 active users, all while implementing the tools and workflows that make those numbers sustainable long-term.

On the technical side, I'm deeply experienced with multiple CRMs from provisioning client accounts to configuring sales funnels, custom domains, and website deployments.

I've integrated AI-powered support tools like Mach1AI on Intercom and CloseBot to automate frontline responses, reducing manual workload without sacrificing quality. Intercom is my platform of choice for support operations: I've built systems from scratch, led migrations from legacy email workflows, and engineered automation sequences that cut average response times significantly.

On the community side, I've launched and scaled Discord communities for product-led companies, executed platform migrations from Discord to Circle.so, and run engagement programs, content calendars, digital events, and feedback loops that keep users active and invested. I've also worked cross-functionally with blockchain projects like Crypto Unicorns and Tezos, supporting their community operations at scale.

I bring a systems-thinking mindset to every engagement. Whether I'm setting up a support infrastructure from zero, integrating an automation tool, or moderating a 12,000-member community, I focus on building things that scale, not just solving today's problem.

Industries I've worked in: SaaS · Web3 / Blockchain · AI products · Digital agencies

If you're looking for someone who can own support operations end-to-end, integrate smart tooling, and keep your users happy and engaged — let's talk.