Users Operation Specialist
Responsibilities:
- Act as the primary contact between the platform and users, responding to inquiries and resolving issues in a timely and professional manner
- Manage daily operations for SVIP / high-value users, providing personalized support to enhance user satisfaction and retention
- Develop and execute SVIP and community operation strategies, including user groups, content distribution, campaigns, and engagement initiatives
- Plan and launch promotions, events, and in-app activities to increase user engagement, reactivate inactive users, and drive user spending
- Design and implement SVIP tier benefits and privilege systems to improve user experience and strengthen platform loyalty
- Monitor user behavior and operational metrics, evaluate campaign performance, and continuously optimize operation strategies
- Identify potential risks through data monitoring, provide early warnings, and coordinate with internal teams to resolve operational issues
- Work closely with product, support, and technical teams to improve user experience and address system-related problems
- Support shift-based working hours when required to ensure stable user service coverage
Requirements:
- Fluent in English for both written and verbal communication
- Proactive, detail-oriented, and capable of executing tasks independently
- Strong data tracking and analytical skills, comfortable working with user metrics and performance indicators
- Experience in user operations, SVIP operations, community management, customer success, or platform operations is preferred
- Willing to work flexible shifts, with days off that may not always fall on weekends
