- Location: Mexico City (Hybrid)
- Schedule: Rotating shifts, including overnight shifts
- Language: English & Spanish (Advanced)
About the Role
At BIGO Live, we're looking for professionals who enjoy solving complex situations, building trusted relationships, and delivering exceptional experiences to our most valued users.
This is not a traditional customer service or call center role.
As a User Management Advisor, you'll serve as the primary point of contact for premium users, providing personalized support while managing sensitive situations that require sound judgment, strong communication, and ownership.
You'll work closely with cross-functional teams to resolve complex cases, identify user trends, and continuously improve the experience of our VIP community.Before Applying
This role has mandatory requirements.
Applications that do NOT meet ALL requirements below will not move forward in the process:
- Fluent or Native English (written and spoken)
- Currently living in Mexico City (CDMX)
- Available to work onsite at least 4 days per week
- Bachelor’s Degree completed
Please apply only if you meet ALL requirements above.
What You'll Do
- Deliver personalized support to premium users through chat-based communication.
- Manage user cases from beginning to end, ensuring timely and high-quality resolutions.
- Handle sensitive or high-impact situations with professionalism, discretion, and empathy.
- Identify potential risks, document findings, and escalate issues when appropriate.
- Analyze user behavior and feedback to identify opportunities to improve engagement and overall experience.
- Collaborate with internal teams including Operations, Product, and Risk Management to ensure the best possible outcomes for users.
- Build long-term trust with premium users by providing thoughtful, personalized support rather than scripted responses.
We're Looking For Someone Who
✔ Enjoys solving complex problems rather than following scripts.
✔ Takes ownership of situations from beginning to resolution.
✔ Has excellent written and verbal communication skills in both English and Spanish.
✔ Can make sound decisions in ambiguous situations.
✔ Is naturally empathetic while maintaining professional boundaries.
✔ Thinks critically before escalating an issue.
✔ Feels comfortable working in a fast-paced digital environment.
This Role May NOT Be the Right Fit If
- You're looking for a traditional call center position.
- You prefer highly scripted customer interactions.
- You are uncomfortable making decisions independently.
- You prefer phone-based sales or outbound customer interactions.
Qualifications
- Advanced English (spoken and written).
- Fluent Spanish.
- Experience managing customer cases independently.
- Strong problem-solving and analytical thinking.
- Ability to work with confidential information responsibly.
- Experience handling escalated or sensitive customer situations.
- Bachelor's degree or equivalent experience preferred.
What We Offer
✔ Competitive salary
✔ Performance-based bonuses
✔ Career growth opportunities in an international company
✔ Collaborative and multicultural environment
✔ Company laptop and phone
✔ Hybrid work schedule (4 office days + 1 home office day)
✔ Additional Christmas bonus (+15 extra days)
✔ Medical and healthcare discount benefits
✔ Employee discount programs
✔ Payroll loan benefit after probation period
Job Type: Full-time
Work Location: Mexico City (Hybrid/In-Person)
Job Type: Full-time
Pay: $22,000.00 - $25,000.00 per month
Experience:
- customer success: 6 years (Required)
- VIP Users support: 6 years (Required)
- Digital Platforms: 2 years (Required)
Language:
- English (minimum 80% spoken + writting) (Required)
Work Location: Hybrid remote in 03103, Del Valle Norte, CDMX
