About BIGO Live
BIGO Live is a global livestreaming platform where millions of users connect, interact, and build communities in real time. Every day, creators and users from around the world rely on our platform to share experiences, discover content, and engage with others.
As our community continues to grow, we're looking for professionals who are passionate about creating exceptional digital experiences and building trust with our users.
About the Role
As a User Experience & Community Specialist, you'll play an important role in supporting some of our most engaged users.
Rather than providing transactional support, you'll focus on understanding user needs, resolving complex situations, and ensuring every interaction strengthens trust in the platform.
You'll collaborate with multiple internal teams while managing sensitive cases that require empathy, critical thinking, and sound judgment.
If you enjoy solving problems, making thoughtful decisions, and creating meaningful user experiences, we'd love to hear from you.
Not negotiable (candidates that not full fill these requirements, will not be taken into consideration):
- Fluent or Native English written and spoken (80% minimum)
- Open to come to the office at least 4 days per week
- Open to work on different shifts/schedules per month as assigned
- Bachelor Degree
- Mexico City, Mexico
- Full-time
What You'll Be Doing
- Deliver personalized support to users through chat in English and Spanish.
- Build trusted relationships by understanding user needs and providing thoughtful solutions.
- Manage cases from beginning to resolution while ensuring a high-quality experience.
- Investigate complex situations and gather relevant information before making decisions.
- Identify user behavior patterns and share insights that help improve the overall user experience.
- Escalate high-risk or sensitive issues with clear documentation and context.
- Partner with Operations, Product, and other internal teams to continuously improve our platform.
We're Looking For Someone Who
- Enjoys solving challenging situations.
- Thinks critically before taking action.
- Can balance empathy with good judgment.
- Communicates clearly and professionally.
- Takes ownership of their work.
- Feels comfortable working in a fast-paced digital environment.
- Enjoys collaborating with different teams to achieve the best outcome.
Preferred Experience
We're interested in professionals with backgrounds such as:
- Customer Success
- Community Operations
- User Experience
- Premium Customer Support
- Digital Platforms
- Hospitality
- Financial Services
- Trust & Safety
- Escalation Management
- Account Management
- Client Relations
Qualifications
- Advanced English and Spanish.
- Strong communication skills.
- Experience handling customer-facing situations.
- Excellent problem-solving abilities.
- Ability to work independently while collaborating across teams.
- Comfortable managing multiple priorities simultaneously.
What We Offer
- Competitive salary + performance bonuses
- International and collaborative work environment
- Opportunity to work with one of the world’s leading live streaming platforms
- Exposure to regional and global operations teams
- Career growth opportunities within a fast-growing Americas organization
Job Type: Full-time
Pay: $22,000.00 - $25,000.00 per month
Experience:
- VIP user management: 6 years (Required)
- Data Analysis: 6 years (Required)
- solving complex situations: 6 years (Required)
Language:
- English (minimun 80% spoken + writting) (Required)
Work Location: Hybrid remote in 03103, Del Valle Norte, CDMX
