Customer Experience & Operations Leader, Web3 Crowd Ops

Christi Russell

Customer Experience & Operations Lead

Idaho Falls, ID · 208-***-**** · *******.*******.**@*****.*** Professional Summary

Customer experience and operations leader with 25+ years in service and 4 years directing a 15-person global support team in the Web3 space. Proven ability to build systems from the ground up, including documentation, automation workflows, and quality processes, while maintaining high CSAT and SLA adherence. Thrives in fast-paced, remote-first environments where clear communication, pattern recognition, and ownership drive results.

Skills

Tools and Platforms: Zendesk (Admin), Intercom (Admin), Notion (Advanced), Jira, Zapier, Slack, Discord, Mailchimp, Stripe

Operations: SLA/CSAT Management, Workflow Automation, Escalation Management, Queue Optimization, Documentation Systems, Process Improvement

Leadership: Team Building, Hiring and Onboarding, Performance Management, International and Remote Teams, Cross-functional Collaboration

Domain Knowledge: Web3, Blockchain Technology, Community Building, Technical Troubleshooting Experience

POAP (Proof of Attendance Protocol) Director of Drop Operations February 2022 to March 2026 · Remote

Owned end-to-end customer experience and operations for a global platform, covering the full lifecycle of support: team leadership, tooling, documentation, quality, and cross-functional partnership.

• Led a 15-person international support and curation team delivering 24/7 coverage across time zones, reducing response gaps and improving queue resolution speed

• Maintained consistently high CSAT through rigorous SLA management, workflow optimization, and direct handling of critical and escalated cases

• Implemented Zapier automation workflows that streamlined repetitive ticket processes, reducing manual handling and freeing team capacity

• Built and maintained a comprehensive internal Notion knowledge base, cutting onboarding time and reducing reliance on tribal knowledge

• Authored and maintained the public-facing Help Center, measurably improving user self-service and reducing inbound ticket volume on common issues

• Partnered closely with Engineering, QA, Product, Compliance, and GTM teams to reproduce bugs, triage issues, and feed user-reported patterns into product fixes

• Owned full people operations: hiring, onboarding, performance management, role realignment, and terminations

• Developed a hybrid CS/curation role that increased team flexibility and cross-functional coverage without adding headcount

• Delivered regular department reports to leadership, translating operational data into actionable insights

• Handled complex technical support cases involving crypto wallets, blockchain distribution logic, email delivery, and system behavior, serving as the bridge between users and engineering Idaho Mountain Trading Company Sales and Customer Experience February 2019 to June 2020 · Idaho Falls, ID

• Consistently met monthly sales targets through consultative, needs-based product recommendations

• Delivered high-touch customer support, resolving returns and product issues while maintaining store policy

• Maintained inventory accuracy and store presentation in a high-volume seasonal retail environment Independent Contractor Gig Economy Operations (DoorDash, Uber Eats, Instacart) January 2019 to February 2022 · Idaho Falls, ID

• Managed high-volume delivery operations across multiple platforms simultaneously, maintaining strong customer ratings through reliable communication and execution Education and Certifications

SheFi Certification, Cohort 16 · 2026

College of Eastern Idaho (CEI) General Studies · 2019 to 2021 A Gift of Health School of Massage Licensed Massage Therapist (LCMT) · 2004 Idaho Falls High School Diploma · 2001

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