Open to opportunities

Jan Levin Macam

@janlevinmacam

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User Support & Content Moderator

Philippines

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What I'm looking for

I am looking for a role that values collaboration, offers growth opportunities, and allows me to leverage my skills in user support and community management.

I am a highly motivated professional with over 7 years of experience in User Support, Content Moderation, and Community Management. My career has been defined by my commitment to delivering exceptional customer service and fostering positive community interactions across various platforms. I have a proven track record of resolving technical issues and managing user-generated content to ensure a safe and engaging environment for all users.

Throughout my career, I have developed strong problem-solving abilities and a detail-oriented approach that allows me to meet and exceed performance targets consistently. My experience includes working with prominent media platforms and collaborating cross-functionally with engineering and product teams to enhance user experience. I take pride in my ability to build trusting relationships with colleagues and clients, and I thrive in environments that challenge me to grow and adapt.

Experience

Work history, roles, and key accomplishments

Current

User Support & Content Moderator

Current

Insticator Co.

Dec 2021 - Present (3 years 6 months)

Served as Frontline User Support, resolving technical issues and handling user inquiries across 80+ websites using HubSpot for ticketing and follow-up. Managed user-generated content across diverse media sites to ensure a safe, respectful, and guideline-compliant community.

HubSpot Content Moderation Jira User Support Community Management Troubleshooting Customer Service Slack Gemini

Content Moderator & Subject Matter Expert

Task Us Philippines

Jun 2018 - Present (7 years)

Reviewed and evaluated user-generated content across Facebook platforms to ensure compliance with community standards. Identified and removed content that violated guidelines, including hate speech, slurs, bullying, harassment, nudity, and graphic violence.

Content Moderation Quality Assurance Data Analysis Communication Problem Solving Detail Oriented

Customer Support Representative

Stellar Company Philippines

Oct 2017 - Present (7 years 8 months)

Assisted customers of Jetstar Airline with ticket bookings, trip planning, fare inquiries, and scheduling through chat and email channels. Accurately processed travel transactions, generated travel documentation, and prepared detailed itineraries.

Customer Support Chat Support Email Support Customer Service Problem Solving Communication Attention To Detail

Customer Service Representative

The Results Companies Philippines

Oct 2016 - Present (8 years 8 months)

Provided prompt, friendly, and knowledgeable support to customers, addressing routine inquiries, service-related questions, and complaints. Applied strong conflict resolution and problem-solving skills to de-escalate challenging customer interactions.

Customer Service Conflict Resolution Problem Solving Customer Support Communication Customer Satisfaction Inquiries Handling

Customer Service Representative – Team Lead

Expert Global Solutions / Alorica Philippines

Oct 2015 - Present (9 years 8 months)

Handled a high volume of incoming calls, chats, and emails to provide prompt, accurate, and courteous support for product and service inquiries. Served as acting Team Lead, providing escalation support for complex customer issues and assisting team members.

Customer Service Team Leadership Chat Support Email Support Escalation Management Coaching Workflow Management Product Knowledge Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

University of the East

Bachelor of Science in Business Administration, Marketing Management

Completed a Bachelor of Science in Business Administration with a major in Marketing Management. The curriculum focused on developing strategic marketing skills and understanding business operations.