About BIGO LIVE

BIGO LIVE is a global live-streaming and social entertainment platform that connects people through real-time video, interactive experiences, and digital communities.

Millions of users around the world use BIGO LIVE to watch live content, connect with creators, participate in virtual events, and support their favorite broadcasters through virtual gifts and other paid features.

Our business is built around an exciting digital entertainment ecosystem where users can purchase virtual currency to unlock premium experiences, send virtual gifts, and engage with content creators.

And that's where you come in!

The Opportunity

Are you passionate about building relationships, delivering outstanding customer experiences, and driving business growth?

We're looking for a Senior Customer Success & VIP Account Specialist to join our team in Mexico City and support our growing business across Latin America and Brazil.

In this role, you'll manage relationships with our VIP and high-value users (SVIPs) — customers who actively invest in premium experiences on our platform.

Think of this position as a combination of VIP Account Management, Customer Success, Customer Retention, and Revenue Growth.

Your mission? Make our most valuable users feel appreciated, understood, and excited to stay engaged with BIGO LIVE.

You'll be responsible for building meaningful relationships, understanding customer behavior, identifying opportunities to increase engagement and spending, resolving complex issues, and developing strategies to keep users coming back.

This is not a traditional call center or customer support position. It's a strategic, relationship-driven role where you'll have a direct impact on customer loyalty, revenue, and business growth.

What You'll Be Doing

VIP Relationship Management & Customer Success

- Build and maintain strong, long-term relationships with VIP and high-value customers across LATAM.
- Become a trusted point of contact, providing personalized support and exceptional customer experiences.
- Proactively engage users to understand their needs, preferences, and concerns.
- Handle escalations, resolve complex issues, and coordinate solutions with internal teams.
- Identify opportunities to improve customer satisfaction, loyalty, and overall platform experience.

Revenue Growth & Customer Retention

- Take ownership of revenue and customer engagement targets.
- Identify opportunities to increase customer spending through premium features,



virtual gifts, and in-app experiences.
- Develop strategies to retain high-value customers and reactivate inactive users.
- Support VIP promotions, loyalty initiatives, rewards programs, and digital campaigns.
- Analyze customer behavior to identify growth opportunities and reduce churn.
- Measure the effectiveness and return on investment (ROI) of engagement and retention initiatives.

Digital Campaigns & User Engagement

- Support the planning and execution of in-app events, promotions, and incentive programs.
- Coordinate user communications, rewards, and promotional activities.
- Collaborate with Marketing, Operations, and Product teams to improve customer engagement.
- Help create and adapt communications for Spanish- and Portuguese-speaking audiences.
- Collect user feedback and recommend improvements to campaigns and platform features.

Data Analysis & Business Insights

- Monitor key performance indicators such as revenue, customer retention, engagement, response times, and satisfaction.
- Analyze customer data to identify trends, risks, and business opportunities.
- Prepare reports and presentations with actionable insights for management.
- Track campaign performance and recommend data-driven improvements.
- Maintain accurate customer records and organized account portfolios.
- Use Excel, Google Sheets, or similar tools to support business decisions.

What We're Looking For Must-Have Qualifications

- Bachelor's degree or higher.
- 3+ years of professional experience in Customer Success, Account Management, VIP Customer Service, Customer Retention, User Operations, or related areas.
- Fluent English and Spanish, both written and spoken.
- Strong relationship-building and customer communication skills.
- Experience managing customer accounts, resolving complex issues, or improving customer satisfaction.
- Commercial mindset with the ability to identify growth and retention opportunities.
- Strong analytical and problem-solving skills.
- Proficiency in Excel, Google Sheets, or similar reporting tools.




- Ability to manage multiple priorities and work independently in a dynamic, international environment.
- Proactive, detail-oriented, and results-driven attitude.

Nice to Have

- Portuguese proficiency — highly preferred!
- Experience managing VIP, premium, high-spending, or high-value customers.
- Experience in technology, mobile applications, gaming, social media, digital entertainment, or live-streaming platforms.
- Experience with customer loyalty programs, retention campaigns, or revenue growth initiatives.
- Familiarity with app store reviews, customer feedback platforms, or community management.
- Knowledge of SQL or advanced data analysis tools.
- Experience collaborating with international or cross-functional teams.

Why Join BIGO LIVE? Make a real business impact. Your work will directly influence customer retention, revenue growth, and the experiences of our most valuable users.

Work in a integral environment. Collaborate with international teams and contribute to the growth of a global digital entertainment platform.

Go beyond traditional customer service. Combine relationship management, customer experience, commercial strategy, and data analysis in one dynamic position.

Grow your expertise in digital entertainment. Gain exposure to live streaming, virtual economies, customer monetization, and innovative engagement strategies.

Bring your ideas to life. Help shape the way we connect with, support, and retain VIP customers across Latin America.

Who Would Be a Great Fit?

You might be a great fit if you currently work as a:

- Customer Success Specialist / Manager
- Key Account Executive / Account Manager
- VIP Relationship Manager
- Customer Retention Specialist
- Customer Experience Specialist
- User Operations Specialist
- Client Relationship Manager
- Loyalty or Customer Engagement Specialist

You don't need previous experience in live streaming or BIGO LIVE to apply. If you understand how to build strong customer relationships, use data to make decisions, and identify business growth opportunities, we'd love to hear from you. Ready to Make an Impact?

Join BIGO LIVE and help us redefine VIP customer experiences across Latin America!

If you're a proactive, customer-focused professional who enjoys building relationships, solving challenges, and contributing to business growth, we encourage you to apply!

Job Type: Full-time

Pay: $27,000.00 - $33,000.00 per month

Work Location: In person

📌 Customer Service Agent - LATAM & Brazil (Guadalupe Inn)
🏢 BIGO
📍 Guadalupe Inn