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People stay where someone is watching out for them.

I'm Lawal Abdullahi Abba, known as Abbie. For over 5 years I've run the operations behind large digital communities: leading support and moderation teams, building ambassador programmes, and keeping 250,000+ members safe, heard, and engaged.

Community operations, customer success, and support — backed by AI-powered workflow automation with n8n, Make.com, and SQL. Working globally across time zones. MBA candidate at Nile University.

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Lawal Abdullahi Abba
● ABBIE — AVAILABLE
250K+members managed
5+ yrsin community & support ops
$90K+community-driven revenue
<10 minticket response time achievable with automation
What I do

Operations, support, and trust. The work that keeps people around.

Whether it is a 60,000 member crypto community or a customer base, the discipline is the same: fast responses, honest support, structured programmes, and reporting that tells teams the truth about their people.

Community & Support Operations

Daily leadership of moderation and support teams across Telegram and Discord: ticket handling, escalation frameworks, crisis protocols, coverage scheduling across time zones, and trust protection at scale.

Customer Success & Retention

Keeping people engaged and coming back: onboarding flows, ambassador and loyalty programmes, structured member support, churn signals, and reactivation strategies that turn quiet users into active ones.

Automation & Reporting

I automate the repetitive work communities drown in: ticket routing, response workflows, activity tracking, and weekly reporting — using n8n, Make.com, and SQL. The result is ticket response times under 10 minutes and reports leadership actually reads.

Impact

Numbers from the field.

250K+

Members Managed

Sustained engagement across Discord and Telegram communities of every size.

$90K+

Community-Driven Revenue

Campaigns using behavioural nudges, incentives, and gamification.

98%

Response Time Improvement

From 24 hours to 30 minutes through workflow redesign, and under 10 minutes with automation built in.

7+

Projects Served

From pre-launch startups to established protocols across the Web3 ecosystem.

24/7

Coverage Coordinated

Mod team scheduling across time zones with clean handover systems.

40%

Team Efficiency Gain

Through workflow optimisation and structured mod team coordination.

Experience

Seven communities. One throughline: operations that hold.

Every role below is the same discipline applied at different scales: show up consistently, protect the community, report honestly.

Moderation Lead

EARN'MJan 2024 — Present
Telegram · ~60,000 members

Lead the moderation team across EARN'M's product suite: EARNMax, RAFLI, SmartNodes, Stake & Win. Run the ambassador programme end to end and built an automated activity tracking dashboard for evidence based weekly reporting to leadership.

Team LeadershipAmbassador ProgrammeAutomated Reporting

Moderation Lead

CIK — Christ is King on Base2025 — Present
Discord

Co-designed the full community operations framework: moderation structure, escalation protocols, crisis playbook, and onboarding system for new moderators. Manage daily community health.

Ops FrameworkCrisis ProtocolMod Onboarding

Senior Community Moderator

IBC Group2025 — Present
Multiple Web3 client projects · Marketing department

Senior moderator working across multiple Web3 client projects within the marketing department. Day-to-day community operations, member support, and engagement across Discord and Telegram.

Multi-ProjectAgency Environment

Community Moderator

Apriori2025 — Present
Discord

Daily moderation operations: spam removal, member support, question handling, and support ticket management across community channels.

Support TicketsDaily Ops

Moderation Lead

Verio2024 — 2026
Discord · ~19,000 members · Pre-launch

Built the prelaunch community operations foundation for a confidential Web3 product: community guidelines, moderation SOPs, escalation frameworks, and team coordination ahead of launch.

Pre-LaunchSOPsGuidelines

Community Lead / Senior Moderator

Taker Protocol2024 — 2026
Discord · 377,000+ members  ·  Telegram · 90,000+ members

Led community operations for a major DeFi protocol across one of the largest communities in the space: moderation leadership, member support at scale, sentiment monitoring, and reporting community trends to project leadership.

Community LeadDeFiScale

Community Manager

Evo Finance2021 — 2022
Web3 fintech platform

Managed community growth and daily engagement. Implemented structured onboarding workflows and lifecycle communications that improved early member retention.

GrowthOnboarding
Capabilities

The toolkit.

Community Operations

  • Moderation Leadership
  • Crisis Management
  • FUD Management
  • Escalation Frameworks
  • Community Guidelines
  • 24/7 Coverage Design
  • Scam Prevention

Growth & Engagement

  • Ambassador Programmes
  • Gamification
  • Incentive Design
  • User Retention
  • Onboarding Flows
  • Campaign Execution
  • Sentiment Monitoring

Data & Automation

  • KPI Tracking
  • Weekly Reporting
  • SQL
  • n8n
  • Make.com
  • Voiceflow
  • Claude AI / ChatGPT
  • A/B Testing

Customer Relations

  • Customer Support
  • Ticket Management
  • Customer Success
  • Complaint Resolution
  • Member Onboarding
  • Response Time Optimisation
  • Service Recovery

Platforms & Context

  • Telegram
  • Discord
  • Web3 / DeFi
  • Fintech
  • Emerging Markets
  • Notion
  • Google Workspace
Credentials

Certifications.

Meta Certified Community ManagerMeta · 2023
Foundations of Digital Marketing and E-commerceLinkedIn Learning · 2024
Managing Online CommunitiesLinkedIn Learning · 2023
Fundamentals of Digital MarketingGoogle · 2026
Education

Education.

Master of Business Administration

Nile University of Nigeria · 2026 — 2027

Coursework across business analytics, corporate strategy, marketing management, and leadership.

B.Sc. Business Administration & Management

Bayero University, Kano · 2024

Second Class Upper. Strategic management, marketing, organisational behaviour, and entrepreneurship.

Contact

Building a community that needs holding together?

Open to community operations, customer success, support leadership, and growth roles. Remote first, open to global opportunities.

lawalabba2712@gmail.com LinkedIn Telegram