Building trust at the edge of finance, crypto & community.
I'm Brian Chaplin, a senior customer success and community lead with 5+ years in Web3. I scale support orgs, calm chaotic Discords, and turn frustrated users into loyal advocates. From wallets to bug bounties, I've shipped trust at 1M+ scale.
Customer Success · Community ★ 5y · CSAT 94+
Outcomes that compound — across 1M+ users and 100+ enterprise protocols.
A career spent shipping trust on-chain.
From technical support inside DeFi to relationship management across 100+ enterprise security clients — wallets, prediction markets, bounties, and the messy human layer in between.
Senior Customer Support Specialist & Community Manager
Subject matter expert for 1M+ users of Solana's leading non-custodial wallet. Built the support function from scratch — trained agents, wrote the playbook, and held the line during every market cycle and incident.
- Discord
- Telegram
- Zendesk
- Intercom
- KYC / AML
- SOPs
- Escalation
Relationship Manager
Primary liaison for 100+ Web3 protocols and security researchers — Consensys, Ether.fi, Native, Vesu. Coordinated bug bounties worth millions, triaged live incidents, and ran renewal & expansion playbooks.
- Enterprise CS
- Vulnerability disclosure
- Incident triage
- Renewals
- Expansion
Senior Support Specialist & Technical Support
Supported a decentralised fund management and trading protocol — wallet connectivity, swap execution, liquidity errors. Built the knowledge base and detected emerging issues from on-chain signals.
- DeFi
- On-chain debugging
- Knowledge base
- Sentiment monitoring
Community & Customer Success Manager
Built support & community systems from the ground up. Standardized moderation guidelines, cut response inconsistency by 80%, and partnered with product to close the loop between user feedback and roadmap.
- Process design
- Moderation
- Product feedback
Customer Success Manager
Launched the customer success function from zero. Owned the lifecycle from onboarding through retention; programs increased user retention by 75% and reduced churn at every touchpoint.
- Onboarding
- Retention
- Lifecycle
- Voice of customer
Founder & Community Lead
Founded and grew an NFT community from zero. Discord setup, content, member engagement — and the unglamorous work of holding a community together through multiple market cycles.
- NFTs
- Discord ops
- Content
- Cycle survival
"The best support people are part operator, part community organiser, part on-chain detective. My job is to turn a bad day on a wallet into trust that compounds."
Three loops I run inside every team I join.
Customer Success & Community
High-value customer support, escalation, onboarding and culture-building across Discord, Telegram and live chat — from early adopters to 1M+.
Web3 Security & Risk Ops
Vulnerability disclosure, incident triage and on-chain investigation. KYC/AML support, risk & operations coordination — calm voice during live incidents.
Process & Data
SOPs, knowledge bases, and workflow design. IBM-certified data scientist; comfortable in SQL and Python — I read on-chain data and instrument support metrics.
Certifications & on-chain proofs.
IBM Data Science Professional Certificate stack, blockchain & API credentials. Each badge links to a public verification page.
API Fundamentals Student Expert
Demonstrated proficiency with APIs and Postman Collections — foundational testing & submission.
Python for Data Science, AI & Development
Foundational Python programming for data, ML pipelines, and AI workflows.
Databases & SQL for Data Science ⭑ Honors
Relational DBs, advanced SQL queries, joins & analytics — passed with honors track.
Data Analysis with Python
Pandas, NumPy & statistical modeling for real-world analysis pipelines.
Data Visualization with Python
Matplotlib, Seaborn & Folium — building dashboards and analytical visuals.
Blockchain & Smart Contracts
Solidity fundamentals, EVM mechanics, contract design and deployment patterns.
JavaScript & Web Development
Modern JS, async patterns and full-stack web fundamentals.
Tools I use daily.
Let's build trust at on-chain scale.
Hiring for a CSM, Community Lead, Support Lead or Relationship Manager? I'd love to hear what you're working on.