Job Title: User Management Advisor – CS Team
Location: Amman, Jordan
Experience: 1–3 years
Summary:
The User Management Advisor will be responsible for maintaining strong relationships with BIGO Live users across the MENA region, ensuring high satisfaction, retention, and a healthy community environment. This role focuses on understanding user needs, resolving issues efficiently, monitoring user behavior, and supporting operational initiatives to improve the overall user experience on the platform.
Key Responsibilities:
- Build and maintain strong relationships with key users and VIP users in the MENA region.
- Conduct regular follow-ups to understand user needs, motivations, and concerns.
- Monitor user activity and identify users at risk of churn; implement retention strategies.
- Respond to user inquiries, complaints, technical issues, and account-related requests.
- Provide accurate and timely solutions in line with platform rules and internal policies.
- Coordinate with Safety, Product, Tech Support, and Operations teams to resolve user issues.
- Monitor platform behavior to ensure compliance with guidelines and community standards.
- Identify and escalate policy violations, abnormal activities, and potential risks.
- Track user retention trends, activity patterns, and satisfaction indicators.
- Prepare weekly and monthly user data reports, insights, and recommendations.
- Collaborate with UM, CS, Operations, and Marketing teams on engagement campaigns and programs.
- Support VIP programs, retention initiatives, and training for junior team members when required.
Requirements:
- Bachelor’s degree in Business, Communications, Marketing, or related field.
- 1–3 years of experience in customer service, user operations, client success, or community management or similar roles.
- Experience in live-streaming, gaming, entertainment, or social media is a strong advantage.
- Strong communication, interpersonal, and problem-solving skills.
- Ability to manage high-volume user communication professionally and efficiently.
- Basic data literacy with the ability to analyze trends and extract insights.
- Excellent multitasking and time-management abilities.
- Fluency in English is required , Arabic is highly preferred.
