Specialist​/Senior​/Manager, User Management

About This Role

The User Operations Specialist is responsible for the development, continuous improvement, and delivery of top-quality support. They are customer-obsessed and comfortable leveraging data, partnerships, and technology to develop creative solutions that improve the BIGO LIVE experience.

• Drive in-app operational strategies based on user profiles and behavior analysis, translating insights into actionable plans to drive revenue growth.
• Familiar with user segmentation and growth incentive systems, with a strong user-first mindset.
• Manage comparable user territories, using field and data-driven insights to develop strategies that improve paid user retention, acquisition, customer satisfaction, and revenue growth.
• Collaborate with stakeholders from Operations, Marketing, and Analytics to understand user behaviors and identify key focus areas.
• Maintain a top-quality support experience by measuring customer satisfaction, resolution time, and adhering to a strict quality assurance framework.
• Leverage user experience knowledge to provide effective solutions and actions that increase user stickiness, activation, and loyalty.
• Design in-app events, including calculations and analysis to target the right user groups for participation.
• Coordinate and support Service and Operations teammates in remote capacity in CDMX office.
• Meet monthly team KPIs by incentivizing in-app paid users, building connections daily or weekly with valuable users, and resolving their issues on a case‑by‑case basis.

• Bachelor's Degree above.
• 2+ years of professional experience in a high-volume and highly productive customer support or service‑industry environment.
• Experience segmenting an entire user base to create customized user journeys for different audiences to drive conversion, retention and monetization.
• Strong business communication skills and excellent logical thinking skills, and excellent in discovering valuable regular patterns from massive data.

• Work Arrangement:
  On‑site Monday to Thursday, with flexibility to work remotely on Fridays, in accordance with business needs and company policy.