About Bigo Live
Bigo Live is one of the world’s leading live streaming social platforms, connecting millions of users globally through interactive content, entertainment, and online communities.
We are growing our Americas team and looking for a highly proactive and data-driven VIP User Success Manager to support and grow our most valuable paid users (SVIPs) across LATAM and Brazil.
This role is ideal for someone with experience in customer success, user operations, VIP account management, community engagement, or premium customer support within tech, apps, gaming, social media, live streaming, or digital platforms.
You will be the main point of contact for high-value users, helping improve user retention, engagement, satisfaction, and revenue growth.
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
- Portuguese level B2 (plus)
- Mexico City, Mexico
- LATAM & Brazil Operations
- Full-time
Requirements (Please Read Carefully Before Applying)
Required Qualifications
- Bachelor’s degree or above.
- Fluent English and Spanish (written and spoken) — both are mandatory.
- Customer Success
- User Operations
- VIP/Key Account Management
- Community Operations
- Customer Support
- or similar client-facing operational roles.
- Strong communication and relationship management skills.
- Excellent problem-solving and organizational abilities.
- Comfortable working with Excel, Google Sheets, and operational reporting.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong attention to detail and data-driven mindset.
Strongly Preferred
- Portuguese fluency.
- Live streaming
- Social media
- Mobile apps
- Gaming
- Creator economy
- Tech platforms
- Experience handling app store reviews or online community feedback.
- SQL knowledge or experience working with data/reporting tools.
- Experience managing VIP, premium, or high-value users.
Responsabilities:
What You’ll DoVIP User Management & Engagement
- Build strong relationships with VIP/SVIP users and provide high-quality personalized support.
- Proactively engage with users to improve retention, satisfaction, and platform activity.
- Handle escalations, user complaints, and sensitive situations with professionalism and empathy.
- Design and execute outreach, retention, and reactivation strategies for at-risk users.
Revenue Growth & Campaign Operations
- Support revenue growth initiatives through promotions, recharge campaigns, incentive programs, and VIP engagement activities.
- Identify upselling and cross-selling opportunities for premium platform features.
- Support webinars, online events, workshops, and reward distribution initiatives.
- Track campaign performance and prepare ROI/effectiveness reports.
User Feedback & Cross-Functional Collaboration
- Act as the bridge between VIP users and internal teams including Operations, Product, Marketing, and Customer Support.
- Collect, organize, and communicate user feedback and product improvement suggestions.
- Track user-reported bugs/issues and coordinate follow-up with internal stakeholders.
- Monitor app store reviews and community feedback channels to improve user satisfaction and app ratings.
Data Analysis & Reporting
- Analyze user behavior, retention, engagement, and revenue trends.
- Track KPIs such as retention rate, response time, satisfaction scores, and campaign performance.
- Maintain accurate and updated user databases and reporting dashboards.
- Prepare recurring business updates and operational reports for management.
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
Important Notice Before Applying
This role requires:
- Professional English fluency
- Professional Spanish fluency
- At least 3 years of relevant experience in customer/user operations or customer success
Applications that do not meet these core requirements may not be considered.
Job Type: Full-time
Pay: $27,000.00 - $34,000.00 per month
Work Location: In person
