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
Job Type: Full-time
Pay: $27,000.00 - $34,000.00 per month
Work Location: In person
