- Mexico City, Mexico
- LATAM & Brazil Team
- Full-time
Join Bigo Live’s Growing Americas Team
Bigo Live is seeking a passionate and highly organized Senior Customer Success Specialist to manage relationships with our VIP and high-value users across Latin America and Brazil.
In this role, you will help create an exceptional user experience for some of our most engaged paying users by providing personalized support, improving retention, and driving long-term platform engagement.
If you enjoy working with users, solving problems, analyzing data, and collaborating across teams in a fast-moving tech environment, we would 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
- Portuguese level B2 (plus)
- Mexico City, Mexico
- LATAM & Brazil Operations
- Full-time
Your Main ResponsibilitiesBuild Relationships with VIP Users
- Become the trusted point of contact for VIP/SVIP users.
- Deliver fast, professional, and personalized support experiences.
- Understand user needs, pain points, and feedback to improve satisfaction and loyalty.
- Re-engage inactive or at-risk users through targeted outreach strategies.
Drive User Retention & Revenue Growth
- Support initiatives designed to increase user engagement and monetization.
- Execute VIP campaigns, promotions, recharge activities, and loyalty programs.
- Identify opportunities to improve user lifetime value and platform participation.
- Support online events, incentive programs, and reward fulfillment.
Work Closely with Cross-Functional Teams
- Collaborate with Product, Operations, Marketing, and Support teams to improve the user experience.
- Report bugs, user concerns, and operational issues clearly and efficiently.
- Help improve app ratings and community sentiment by monitoring reviews and feedback channels.
Analyze Performance & User Trends
- Track KPIs related to retention, revenue, engagement, and customer satisfaction.
- Analyze campaign effectiveness and user behavior trends.
- Maintain organized user records and operational reports.
- Prepare summaries and recommendations for internal stakeholders.
Who We’re Looking For Minimum Qualifications
- Bachelor’s degree or higher.
- Fluent English and Spanish communication skills (written and verbal).
- 3+ years of experience in:
- Customer Success
- User Operations
- Customer Support
- Account Management
- Community Management
- or related operational/client-facing roles.
- Strong communication and relationship-building skills.
- Excellent multitasking and problem-solving abilities.
- Comfortable using Excel, Google Sheets, and reporting tools.
- Ability to work independently in a fast-paced environment.
Preferred Qualifications
- Portuguese fluency.
- Experience in:
- Tech companies
- Mobile apps
- Gaming
- Live streaming
- Social media platforms
- Digital entertainment
- Experience supporting premium/VIP customers.
- Knowledge of SQL or data analysis tools.
- Experience handling app store reviews or online community 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
Please Apply Only If You Meet These Requirements
To be considered for this position, candidates must have:
- Professional fluency in English and Spanish
- At least 3 years of relevant professional experience
- Experience in customer-facing or user operations environments
This is not an entry-level position.
Job Type: Full-time
Pay: $27,000.00 - $34,000.00 per month
Work Location: In person
