David Collins

DAVID COLLINS Technical Support Manager|Community Operations Nairobi, Kenya · linkedin.com/in/davidcollinsk PROFESSIONAL SUMMARY Results-driven Technical Support & Community Manager with 5+ years of experience building scalable support operations for SaaS, Web3, and AI platforms. Adept at deploying automation tools (Mach1AI, CloseBot) and CRM platforms (GoHighLevel, Intercom) to reduce response times, maintain exemplary CSAT scores, and drive measurable product adoption. Proven track record managing high-volume environments of 400+ daily tickets while leading cross-functional teams and community ecosystems of 12,000+ users. CORE COMPETENCIES ▪ Support Operations & Automation ▪ Intercom & Zendesk Administration ▪ GoHighLevel CRM ▪ AI Integration (Mach1AI, CloseBot) ▪ SLA Enforcement & QA Management ▪ CSAT Optimization ▪ Community Strategy & Moderation ▪ Sales Funnel & Website Deployment ▪ Cross-functional Leadership ▪ Discord & Circle.so Platform Ops ▪ Onboarding Workflow Design ▪ Data-Driven Reporting PROFESSIONAL EXPERIENCE Technical Support Manager | Dropservice.io Remote · November 2025 – Present –​ Architected and deployed a scalable customer support ecosystem from the ground up using Intercom, improving ticket routing efficiency and team visibility across all support tiers. –​ Engineered advanced automation workflows via CloseBot, reducing manual overhead during client onboarding cycles and routine communication by an estimated 40%. –​ Manage a daily queue of 90+ complex technical tickets, delivering consistent, rapid resolutions that protect agency-client relationships and meet SLA commitments. –​ Execute GoHighLevel CRM provisioning for agency clients, including sales funnel configuration, custom domain setup, and website deployment. Community & Technical Support Manager | Praktika AI Remote · May 2024 – December 2025 –​ Built and scaled a product-centric Discord community from the ground up to 12,000+ active users, driving product adoption through moderation, events, and engagement programs. –​ Pioneered the integration of Mach1AI to automate frontline support, deploying intelligent triggers for automated refunds and instant FAQ responses, reducing agent workload significantly. –​ Led the migration of support operations from email to Intercom, establishing QA protocols, structured team access, and measurable performance benchmarks. –​ Personally oversaw resolution of 400+ daily tickets while engineering Intercom workflows that reduced average response time by over 50%. –​ Sustained a 98%+ CSAT rating across a high-volume, fast-paced support environment through coaching, quality reviews, and continuous process improvement. Technical Support Manager | AgencyBox Remote · March 2023 – May 2024 –​ Directed a seamless community migration from Discord to Circle.so, improving user retention, moderation control, and platform engagement metrics. –​ Designed and implemented custom sales funnels and websites for clients via GoHighLevel, directly supporting client revenue growth and platform adoption. –​ Maintained a 95%+ ticket resolution rate within defined SLA frameworks across a high volume of complex technical support inquiries. –​ Configured Intercom as the central customer service hub, collaborating with product and marketing teams to align support strategy with broader business goals. Community Manager | Coda Labs Remote · February 2022 – March 2023 –​ Partnered cross-functionally with major blockchain projects — including Crypto Unicorns and Tezos — to scale and optimize their dedicated community support operations. –​ Drove community growth through strategic content calendars, interactive digital events, and targeted social media campaigns across multiple platforms. –​ Produced comprehensive monthly analytics reports on community health, providing executive teams with actionable insights that shaped product and engagement strategy. –​ Served as the primary voice of the customer, translating user feedback into structured product recommendations for development and marketing stakeholders. Community Moderator | Guarda Wallet Remote · January 2021 – December 2021 –​ Delivered rapid-response technical troubleshooting via DMs and public channels, supporting users with wallet operations and ensuring secure, smooth platform experiences. –​ Amplified brand presence by coordinating targeted community engagements and distributing marketing assets across key social and community channels. TOOLS & TECHNOLOGIES CRM & Support: GoHighLevel, Intercom, Zendesk, CloseBot, Mach1AI Community Platforms: Discord, Circle.so, Telegram Analytics & Reporting: Community health dashboards, CSAT tracking, SLA monitoring, monthly executive reporting Domains: SaaS, Web3 / Blockchain, AI-powered products