Specialist, User Management

About the Role

The User Operations Specialist will help shape, improve, and deliver a high-quality support experience for BIGO LIVE users. This role is suited to someone who puts the customer first and can use data, partnerships, and technology to build practical solutions that enhance the platform experience.

Key Responsibilities

• Use in-app operational planning based on user profiles and behavioral analysis, turning insights into concrete actions that support revenue growth.
• Apply a solid understanding of user segmentation and growth incentive systems while keeping a strong user-first approach.
• Oversee similar user segments, using field insights and data-backed analysis to create strategies that improve paid-user retention, acquisition, satisfaction, and revenue performance.
• Work closely with partners across Operations, Marketing, and Analytics to interpret user behavior and identify priority areas.
• Protect a high-standard support experience by tracking customer satisfaction and resolution speed while following a strict quality assurance process.
• Use knowledge of user experience to recommend actions that strengthen user engagement, activation, and loyalty.
• Plan and evaluate in-app events, including participation calculations and audience analysis to reach the most relevant user groups.
• Coordinate with Service and Operations teammates remotely in support of the CDMX office.
• Consistently meet monthly team KPIs by encouraging paid users in-app, building regular connections with valuable users, and resolving issues on an individual basis.

Qualifications

• A bachelor's degree or higher is required.
• At least 2 years of professional experience in a high-volume, fast-paced customer support or service environment.
• Hands-on experience segmenting a user base and building tailored user journeys for different audience groups to improve conversion, retention, and monetization.
• Strong business communication, excellent logical reasoning, and the ability to identify meaningful patterns from large datasets.

Additional Information

Work location: 10250 Constellation Blvd, Los Angeles, CA 90067.

Work schedule: On-site from Monday through Thursday, with the option to work remotely on Fridays depending on business requirements and company policy.