User Management Specialist; Bilingual

Location:

Century City, Los Angeles, US (4 days in the office)

The User Operations Specialist is responsible for developing, continuously improving, and delivering 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 a remote capacity in the 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
• Competitive pay package that includes a base salary and performance-related bonus. Generous paid time off starting at 4 weeks + 10 sick days and 9 Holidays per year. Free medical, dental, and vision insurance 401k
• Free gym membership and meal allowance