Daria Tymoshenko, Community Operations Lead

Daria Tymoshenko

Community Operations Infrastructure for High-Growth Platforms

10+ years building autonomous community systems across 30+ countries. Web3, fintech, and iGaming.

350K+

Community members scaled across Discord, Telegram, and X

95%

Support automation achieved on a live iGaming platform

90%

Tier 1 issue resolution without founder or leadership involvement

Work

Case Studies

A selection of operational systems I have designed, built, and in most cases personally implemented.

Case Study 01

Reducing Manual Support Load by 95% on a High-Volume iGaming Platform

Director of Community Operations and Lead Strategist, engaged through an operations consultancy. Large-scale online casino platform with peak support load of 250+ requests per hour.

The client's support function relied almost entirely on manual processing. At peak hours, response times degraded sharply, moderators burned out on repetitive low-complexity tickets, and there was no structured escalation logic separating routine requests from cases requiring genuine human judgment.

Business Impact

95% Manual Work Reduction

250+ Requests/Hour Capacity

0 Additional Headcount Required

What I Designed and Built

Architected a full automation layer using n8n, integrated directly with the client's internal support system rather than a generic third-party tool
Built AI-assisted triage and FAQ resolution workflows to handle the highest-volume, lowest-complexity request types automatically
Designed automated escalation logic so that only genuinely complex or sensitive cases reached a human moderator
Built Supabase-backed tracking to maintain visibility and auditability across the entire automated pipeline
Documented the complete system so internal teams could maintain and extend it without my ongoing involvement

Scope and Transparency

This automation layer was one component of a comprehensive six-month community and support operations strategy I authored for the client as part of a larger agency engagement. The support automation system described above has been built and is in active operation. Additional components of the broader strategy have been handed off to the client's internal departments for execution, consistent with how large organizations distribute ownership of multi-department initiatives.

Case Study 02

Managing a Zero-Incident Crisis During a Major Exchange Listing

Community Manager, IoTeX (Web3 DePIN protocol). A major exchange listing drove a sudden surge of 15,000+ new community members within 30 hours.

Most new members did not understand the difference between the ERC20 and native token versions, leading to widespread confusion, panic messages, and a support load far beyond normal capacity.

Business Impact

15K+ Users Onboarded

95%+ Positive Sentiment

0 Founder Escalations

Response Actions

Activated additional moderators within the first two hours, scaling the active team from 6 to 9
Built and pinned an emergency FAQ across all channels within 30 minutes of identifying the issue
Ran a live Twitter Space to address questions in real time and reduce panic-driven messaging
Published transparent status updates every two hours during the highest-intensity period
Created a visual explainer guide and a short video tutorial to reduce repeat questions at scale
Coordinated directly with exchange partners on verification delays affecting users

Lasting Output

Documented the top 50 recurring questions into a permanent playbook used for all future high-growth events.

Case Study 03

Building a Moderator Team With 90% Retention at the Three-Year Mark

Community Manager, IoTeX. Community grew from 4,000 to 30,000+ members in the first three months. Industry average moderator tenure: roughly six months.

The community needed reliable 24/7, multi-timezone coverage, but hiring quickly tends to produce exactly the churn problem it is meant to solve. The goal was retention-first, not speed-first.

Business Impact

90% Team Retention

9 Long-Term Moderators

0 Burnout Departures

System Design

Designed a four-stage hiring funnel built for retention rather than speed: public application, scenario-based testing, a paid trial week, and a 72-hour intensive training program
Personally screened and progressed candidates from over 10,000 applicants down to a final team of 9 long-term moderators
Built a structured retention strategy including fair regional pay bands, a clear career progression path from Moderator to Senior to Regional Lead, and monthly one-on-ones
Reduced onboarding time from the previous two-week standard to 72 hours through a structured playbook and senior mentorship pairing

At Handover

Zero burnout-related departures recorded in the final 18 months of my time at IoTeX. Zero turnover at the point of handover when I transitioned out of the role. The team structure I built continued to operate without modification.

Case Study 04

Neutralizing a Coordinated FUD Attack Within 48 Hours

When a competitor project launched a coordinated reputation attack across Reddit, X, and Discord, including bot-driven messaging and brigading, I led a four-phase response: rapid detection and verification, a fact-based public counter-narrative, direct platform reporting to remove coordinated content, and community activation through a leadership AMA. Sentiment recovered from negative to positive within 48 hours, with zero attributable user churn. The attack ultimately backfired publicly once it was exposed as coordinated.

Case Study 05

Scaling Operational Infrastructure Outside of Web3

As Operations Lead for an international legal and business services firm, I designed end-to-end client delivery systems covering acquisition through compliance, supporting 160+ client engagements. The systems I built achieved a 98% first-submission approval rate against a 65% market average, cut registration timelines by 50%, and automated 60% of documentation workflows across a 5-person specialist network. This case demonstrates that the operational systems I build are not Web3-specific. The same design principles apply to any high-compliance, high-volume service operation.

Daria Tymoshenko

Building community infrastructure that scales.

Core Competencies

Community Operations at Scale

Automation and Technical Infrastructure

Crisis and Risk Management

Team Building and Leadership

Case Studies

Reducing Manual Support Load by 95% on a High-Volume iGaming Platform

Managing a Zero-Incident Crisis During a Major Exchange Listing

Building a Moderator Team With 90% Retention at the Three-Year Mark

Neutralizing a Coordinated FUD Attack Within 48 Hours

Scaling Operational Infrastructure Outside of Web3

Technical Toolset

Experience

Let's Talk