Overview
Bigo Live – Specialist, User Management Jobs in Los Angeles, CA at BIGO
Title: Bigo Live – Specialist, User Management
Company: BIGO
Location: Los Angeles, CA
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.
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 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.
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 customize users 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;
Other Information:
- Location: 10250 Constellation Blvd, Los Angeles, CA 90067.
- Work Arrangement: On-site Monday to Thursday, with flexibility to work remotely on Fridays, in accordance with business needs and company policy.
