User Management Advisor – UM-CS Team (BIGO Live MENA)
Location: Amman
Department: UM-CS (User Management – Customer Service)
Reports to: UM-CS Team Lead
Job Purpose
The User Management Advisor is responsible for daily user relationship maintenance, retention, satisfaction improvement, and issue resolution across the BIGO Live platform. This role plays a key part in ensuring a healthy streaming ecosystem by managing user behavior, responding to user needs, and supporting operational goals in the MENA region.
Key Responsibilities
1. User Relationship & Retention
- Build and maintain strong relationships with key users and VIP users within the MENA region.
- Conduct regular follow-up sessions to understand user needs, pain points, and motivations.
- Monitor user activity and proactively identify users at risk of churn; implement retention strategies accordingly.
2. User Issue Handling & Customer Service
- Respond to user inquiries, complaints, technical issues, and account-related requests promptly.
- Provide accurate information and solutions based on internal policies and platform rules.
- Coordinate with internal teams (Safety, Product, Operations, Tech Support) to resolve user issues and ensure timely follow-up.
3. Community Health & Compliance
- Monitor user behavior to ensure compliance with platform guidelines and local regulations.
- Identify abnormal activities, policy violations, and potential risks, and escalate to relevant teams when needed.
- Educate users about platform rules, community culture, and safety policies.
4. Data Monitoring & Reporting
- Track user retention trends, satisfaction scores, and performance indicators.
- Prepare weekly/monthly user data reports and insights.
- Identify operational bottlenecks and user behavior patterns to support strategy optimization.
5. Cross-Team Collaboration
- Work closely with UM, CS, Operations, and Marketing teams to coordinate campaigns and user engagement events.
- Support region-wide initiatives such as retention programs, VIP programs, and incentive mechanisms.
- Assist in training junior team members or partners when required.
Qualifications
Education & Experience
- Bachelor’s degree in Business, Communications, Marketing or related fields.
- 1–3 years of experience in customer service, user operations, client success, community management, or similar roles.
- Experience in live-streaming, gaming, social media, or entertainment industry is a strong advantage.
Skills
- Strong communication, interpersonal, and problem-solving skills.
- Ability to handle high-volume user communication efficiently and professionally.
- Data literacy—ability to understand dashboards, analyze basic trends, and extract insights.
- Multitasking and good time-management skills.
- Fluent English is required; Arabic is highly preferred.
