User Management Specialist (Bilingual)

Location: Century City, Los Angeles, US (4 days in the office) About This Role 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. Responsibilities 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. Qualifications "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 #J-18808-Ljbffr Big O