BIGO LIVE | Mexico City, Mexico | Full-Time

Turn Great Customer Experiences Into Exceptional Ones. Join BIGO LIVE!

Are you passionate about delivering outstanding customer experiences? Do you enjoy solving challenging problems, building relationships with important customers, and being the person others trust when things get complicated?

BIGO LIVE is looking for a Senior VIP Customer Experience Specialist to join our team in Mexico City!

This is more than a traditional customer service role. You'll work with some of our most valued users, provide personalized support, solve complex situations, and help create the kind of experience that keeps people engaged, satisfied, and excited to be part of our community.

If you have experience in VIP customer service, premium customer support, customer experience, or handling escalated customer cases, we'd love to meet you!

First, Who Are We?

BIGO LIVE is a integral live-streaming and social entertainment platform that connects people around the world through real-time video, entertainment, creativity, and interactive online communities.

Through BIGO LIVE, users can watch live broadcasts, connect with content creators, participate in virtual events, interact with communities, and support their favorite broadcasters through virtual gifts.

Our platform brings together people from different countries, cultures, and backgrounds, creating a dynamic digital entertainment experience.

What Does VIP Customer Experience Mean at BIGO LIVE?

Not every customer needs the same level of service.

At BIGO LIVE, some users are especially active and contribute significantly to our platform's community and virtual gifting ecosystem. These are our high-value or VIP users.

Your mission is to make sure these users receive an exceptional, personalized, and professional support experience.

Think of it as combining the attention to detail of a luxury hospitality concierge, the problem-solving skills of an experienced customer support specialist, and the judgment of a senior customer experience professional.

You'll be someone who understands that exceptional service isn't just about answering questions — it's about building trust, finding solutions, and making every interaction count.

What Will You Do?

Deliver Exceptional VIP Customer Support

- Provide personalized, high-quality customer support through online chat.
- Assist high-value users with questions, concerns, and platform-related issues.
- Build trust through clear, empathetic, and professional communication.
- Make every VIP user feel valued, understood, and supported.

Become the Go-To Person for Complex Situations

- Take full ownership of challenging customer cases from beginning to resolution.
- Handle sensitive situations,



difficult conversations, and escalated complaints.
- Make sound decisions independently while maintaining excellent service standards.
- Act as a first point of escalation when other team members need additional guidance.

Help Improve the Customer Experience

- Listen to user feedback and identify recurring problems or opportunities.
- Analyze customer behavior, satisfaction, and engagement trends.
- Recommend practical improvements that enhance the VIP user experience.
- Help identify issues that could negatively affect customer trust, engagement, or spending experience.

Support and Guide Your Team

- Share best practices and help teammates navigate challenging cases.
- Support onboarding, training, and mentoring of team members.
- Contribute to customer service guidelines, standard operating procedures (SOPs), and quality improvements.
- Collaborate with internal teams to resolve issues and improve processes.

Who Are We Looking For? We're looking for an experienced customer service professional who knows how to make customers feel important while confidently managing difficult situations.

You could be a great fit if you have:

- 3+ years of professional experience in customer service, customer support, or customer experience.
- Previous experience supporting VIP customers, premium clients, high-value users, or priority accounts.
- Fluent English and Spanish, both written and spoken.
- Strong problem-solving skills and the ability to manage challenging customer situations independently.
- Excellent written communication skills, particularly in online chat or digital customer support.
- Experience handling customer complaints, escalations, or sensitive cases.
- A customer-first mindset with strong empathy, patience, and professionalism.
- Strong organizational skills and the ability to manage multiple cases and priorities.
- Analytical thinking and the ability to identify patterns and suggest improvements.

Even Better If You Have:

- Experience as a Senior Customer Support Specialist, VIP Support Agent, Escalations Specialist, Customer Experience Specialist, or Team Lead.
- Experience mentoring or training other customer service professionals.
- Background in premium hospitality, luxury customer service, digital platforms, entertainment, gaming, or online communities.
- Familiarity with live-streaming platforms, social media,



or virtual gifting ecosystems.
- Experience using customer support platforms, CRM systems, or customer service performance metrics.

You don't need previous experience with BIGO LIVE or live-streaming platforms. What matters most is your ability to deliver exceptional service, manage complex cases, and learn in a fast-paced digital environment. Work Location & Schedule

- Location: Mexico City (CDMX), Mexico.
- Work arrangement: On-site at least 4 days per week.
- Employment type: Full-time.
- Schedule: Assigned rotating shifts, including night and overnight shifts.
- Education: Bachelor's degree preferred, or equivalent professional experience.

Important: This position requires flexibility to work assigned shifts, including overnight rotations. Please consider your availability before applying. Why Join BIGO LIVE?

Be Part of a Global Digital Entertainment Company

Work in an international environment where technology, entertainment, and online communities come together.

Go Beyond Traditional Customer Service

This is an opportunity to handle meaningful customer relationships, solve challenging situations, and make an impact on the experience of high-value users.

Grow Your Professional Expertise

Strengthen your skills in VIP customer experience, escalation management, customer behavior analysis, mentoring, and cross-functional collaboration.

Make Your Ideas Count

Your observations, recommendations, and solutions can help improve how we support our users and how our team operates.

Work in a Dynamic, Multicultural Environment

Collaborate with colleagues and teams from different backgrounds while developing your experience in the global digital entertainment industry.

Ready to Take Your Customer Service Career to the Next Level?

If you're an experienced bilingual customer service professional who enjoys delivering premium experiences, solving complex problems, and making a difference for customers, we want to hear from you!

Join BIGO LIVE and help us create exceptional experiences for the users who make our global community thrive.

Apply today and become part of the BIGO LIVE team!

BIGO LIVE is committed to providing an inclusive and respectful recruitment experience. Candidates are evaluated based on their qualifications, experience, and suitability for the role.

Job Type: Full-time

Pay: $28,000.00 - $33,000.00 per month

Experience

- customer success: 6 years (Required)
- Data Analysis: 6 years (Required)
- Solving complex situations: 4 years (Required)
- internet companies: 1 year (Required)
- VIP users: 4 years (Required)

Language:
- English (minimum 80%) (Required)

Work Location: Hybrid remote in 03103, Del Valle Norte, CDMX

📌 Senior VIP Customer Experience Specialist (Bilingual English/Spanish) (Colonia del Valle)
🏢 BIGO
📍 Colonia del Valle