Customer Service Specialist

2 weeks ago

Istanbul, Istanbul, Turkey BIGO Full time

About BIGO

BIGO Technology (BIGO) is one of the fastest-growing Singapore technology companies, with more than 30 offices and 6 R&D centres around the world. Powered by Artificial Intelligence technology, BIGO's video-based products and services have gained immense popularity, with users in more than 150 countries. These include Bigo Live (live streaming) and Likee (short-form video).

BIGO is dedicated to connecting the world and to enabling everyone to share their beautiful moments. With a vision to be a content platform that inspires one billion people's lives, BIGO aims to empower a new generation of users with an exciting new social language where they can showcase, discover and stay connected in a positive and creative online environment.

Job Title: Senior User Operations – Live Streaming

Location: Istanbul, Turkey

Job Responsibilities:

  1. Handle all VIP customer inquiries efficiently with a strong sense of professionalism and urgency.

  2. Provide personalized operational support to high-value VIP users by understanding their behavior and preferences, promoting relevant platform features, and enhancing their live-streaming experience.

  3. Track VIP user re-charge behavior and retention data, actively collect user feedback, and identify actionable insights to improve user satisfaction and extend lifecycle value.

  4. Build and maintain strong, trust-based relationships with VIP users by becoming a reliable, go-to advisor.

  5. Collaborate closely with internal teams (content, moderation, product, etc.) to resolve user issues and continuously improve the overall user experience.

  6. Design and run user engagement campaigns to improve user retention, increase platform usage, and support revenue growth.

Requirements:

  1. Turkish and fluent English language (both written and spoken).

  2. Proven experience in VIP customer management or user operations—preferably within the live-streaming, gaming, or internet industry.

  3. Strong customer-first mindset: passionate about user satisfaction, with excellent communication, negotiation, and interpersonal skills.

  4. Strong project management skills with the ability to multitask and prioritize effectively.

  5. Willingness to work flexible hours, including night shifts based on user demand (night shift compensation provided).

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