Tasks & Projects at Naya

Naya has been my most recent employment, where I worked as a Technical Community Manager through 2023 and part of 2024. I joined Naya just before their first Kickstarter Crowdfunding campaign for a new product that is still in development called "Naya Create," which is an ergonomic split keyboard with Modular functionalities and many cool features in between.

This device has already won several awards by showcasing its prototypes worldwide, such as awards at CES 2023 and CES 2024.

The crowdfunding campaign did really well, and we raised over 1 Million USD in the first month of the campaign release.

In the subsequent months, I've worked managing the product and company community, their customer support, community platforms such as Discord, and much more!

Working and collaborating between different company departments was crucial for this role, and I enjoyed getting to know so many creative and super-skilled co-workers.

In the following sections, I will explain my main tasks at the company and some projects I participated in.

Community Management

I was in charge of all customer communication, from customer support to social media posts to managing and curating all interactions in our Discord server, which has more than 5,000 members.

I tracked all comments daily and have different tools and integrations to get notified once someone mentions them.

These integrations, contact with the community and messages, and posts across platforms were all tracked using different databases created on Notion, where most of the team had their departments and sections aligned so we could collaborate in whatever file was needed.

After collecting quantitative and qualitative data, these were reported weekly in marketing meetings with the rest of the team, highlighting the current state of the overall community sentiments and important notes from various departments such as engineering, marketing, software development, etc.

We used many tools to collect as much data as possible and act according to what our investors and community preferred to keep shaping our products.

Customer Support

One of the first things I implemented when I joined the company was to implement an email and ticketing software to help us manage all the different emails and comments we were getting because of the release of our product.

These helped me immensely throughout the following months in tracking, tagging, and sectioning the emails we were getting and building different databases for different inquiries.

We've also implemented automation to answer emails and private messages across platforms efficiently.

The customer support side was a big task, including collaboration with the finance department for invoicing and legal inquiries, engineering departments, and more.

Content Strategy

I've collaborated with the content team to bring to life efficient content strategies for our YouTube channel, LinkedIn, email marketing, Twitter, LinkedIn, and Kickstarter Updates / Discord.

Although I didn't participate directly in creating the videos for the team, the community played a vital role by shaping the content strategies for scripting the videos and deciding which topics our customers were more interested in.

Below, you can see a video on some of the YouTube videos the team produced in the past:

Content Creation & Brand Voice

We curated different customer personas from our customers to help us better understand how to communicate our announcements and messages to the community.

After some research, we developed a plan to communicate things to our community on different platforms. We concluded that video format content and image format were not enough, so I put my hands on the matter, and we started redacting written updates on a weekly basis.

I've been in charge of communicating all types of Updates and announcements, from Product Updates to Shipping Announcements to the community both on Discord and using the crowdfunding platform Kickstarter. I've also coordinated these efforts with our email marketing campaign so all of our customers had a sense of what stage of development we were on at every moment.

These updates required constant meetings and documentation from different departments of the company, which also helped me better understand the overall product and brand vision.

Apart from the written format content, I've been helping the content department by making different images, edits, and posts on social media platforms like Twitter, Reddit, and other forums.

I also travelled to the Netherlands to participate in Industry events representing our new brand ❤️

Feedback Collection & Integration

All of the data collected from posts, videos, customer support, written updates, Discord server state, and much more were exposed weekly to the rest of the team in different meetings, where we discussed together what would be the best next move in terms of communication and community engagement.

This helped us integrate and apply all the necessary changes to keep growing as a community and giving our customers and investors what they wanted to see from us.

Conclusion

I couldn't be more delighted to share the experience of working at Naya with such a fantastic team, from creatives to finances; all of my coworkers had a great attitude, and the job was gratifying at all times.

Although we worked hard (And I mean really hard), it's all worth it when you see proper results from a new company like Naya.

During this last year of working there, I learned a lot of new things, including a more analytical way of looking at all sorts of data. Being surrounded by young entrepreneurs and IT specialists opened my eyes to new possibilities in the marketing industry. I'm sure we will keep in contact long term with different parts of the team; I couldn't wish more than success for all the people at Naya!