James User
@jamesuser46
Customer Support Specialist at Trust Wallet troubleshooting wallet and transaction issues; I also manage Web3 communities at YGG.
PhilippinesWhat I'm looking for
At Trust Wallet, I provide front-line support across chat and ticketing, troubleshooting wallet, token, and transaction issues. I document and escalate urgent or security-sensitive cases and share recurring problems and user feedback with internal teams.
At Yield Guild Games (YGG), I lead a 2,000+ member Discord community, improving participation through events, AMAs, tournaments, and reward systems. I also guide new members and partner with ecosystem projects on activations.
At Chromia, I grew and moderated Discord, Telegram, and Twitter/X communities to 3,000+ engaged members. I used feedback loops and daily polls to boost retention and report findings to product and marketing teams.
Experience
Work history, roles, and key accomplishments
Provides front-line support to a global crypto wallet user base across chat and ticketing channels, troubleshooting wallet, token, and transaction issues. Escalates urgent cases and tracks recurring problems to improve product and support processes.
Streamer / Content Creator
@iamshanksph
Nov 2020 - Present (6 years)
Grew total following to 10K+ on Facebook, YouTube, and TikTok; hosted live streams with real-time audience engagement and voice-over commentary.
Web3 Guild Manager
Yield Guild Games
Aug 2020 - Present (6 years 3 months)
Leads a 2,000+ member Discord community, improving active participation 30% through events, AMAs, tournaments, and reward systems. Manages onboarding and guidance for new members and partners with ecosystem projects for co-branded activations.
Community Manager
COLISEUM
Sep 2024 - Nov 2024 (2 months)
Moderated daily Discord discussions for 1,500+ users, enforcing community guidelines and keeping the server safe and active. Increased participation 40% by planning and hosting weekly game nights and engagement events.
Community Manager
Chromia
May 2024 - Nov 2024 (6 months)
Grew and moderated communities across Discord, Telegram, and Twitter/X to 3,000+ engaged members. Boosted retention 25% through feedback loops and daily polls, reporting findings to product and marketing teams.
Customer Service Representative
iRemit, Tawk.to, GoGoGrandparent
Oct 2016 - Mar 2021 (4 years 5 months)
Handled 30ā50 daily customer interactions via phone, email, and chat with a 95%+ satisfaction rating. Resolved escalated issues within SLA targets, cutting average ticket handling time 20%.
Education
Degrees, certifications, and relevant coursework
John Paul II College of Davao
Bachelor of Science, Information Technology
Bachelor of Science in Information Technology degree from John Paul II College of Davao, completed in 2014.
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
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