Juan Calle
@juancalle
Customer Support & community specialist focused on fast resolution, documentation, and safe moderation.
ColombiaWhat I'm looking for
I’m a Customer Support & Community Specialist based in Colombia (Remote), focused on helping users quickly and confidently. I handled user support tickets using Freshdesk, assisting with account issues, platform navigation, and troubleshooting.
In my current role as a Support Operations Specialist at Stoat / Community Platforms, I resolved high-volume inquiries with Zammad/ticketing systems and communicated platform updates and announcements. I manage administrative panels for sensitive account actions such as email updates, MFA resets, and account deletions, following security protocols with confidentiality.
I also bring community ownership and moderation experience as a Community Owner & Moderator, managing communities with over 10,000 members. I organize community events, resolve user conflicts, moderate discussions, and create help documentation and guidelines to reduce recurring issues and improve support resources.
Experience
Work history, roles, and key accomplishments
Support Operations Specialist
Stoat
Resolved high-volume user inquiries by managing support tickets in Zammad and responding efficiently to account and navigation issues. Performed administrative account actions (e.g., email updates, MFA resets, deletions) while handling sensitive user data with confidentiality.
Community Support Specialist
Community Team
Dec 2024 - Feb 2026 (1 year 2 months)
Handled user support tickets and questions via Freshdesk, assisting with account issues, platform navigation, and troubleshooting. Wrote and maintained help guides, moderated community discussions, and communicated platform updates to keep the community safe.
Community Owner & Moderator
Online Communities
Managed online communities with over 10,000 members by moderating discussions, resolving user conflicts, and maintaining a positive environment. Organized community events and activities and supported users through guided moderation.
Education
Degrees, certifications, and relevant coursework
Juan hasn't added their education
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Availability
Location
ColombiaAuthorized to work in
Job categories
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