As a User Management Support Specialist, you will deliver a personalized support experience to high- value users. This role requires strong ownership, sound judgment, and the ability to manage complex and sensitive cases while maintaining a high standard of service. This is not call center job.

Not negotiable (candidates that not full fill these 4 requirements, will not be taken into consideration):

• Fluent or Native English written and spoken (80% minimum)
• Living in CDMX
• Open to come to the office at least 4 days per week
• Open to work on different shifts/schedules per month as assigned
• Bachelor Degree

Qualifications:

• Flexibility with night and over night shifts;
• Proven ability to work well in fast paced environment to meet deadlines within short time constraints;
• Enthusiasm, flexibility and proactive nature;
• Fast typing ability;
• Proven customer service experience;
• Excellent command of written and spoken English and Spanish
• Preferably have a background and knowledge about internet industry.
• Fluent in English and Spanish (written and spoken)
• Strong communication skills with a focus on clarity, tone, and professionalism
• High level of empathy and a customer-centric mindset
• Strong analytical thinking and problem-solving abilities
• Ability to make sound decisions under pressure and in ambiguous situations
• Proven experience in customer support; experience with high-value users is preferred
• Familiarity with digital platforms, livestreaming, or online communities is a plus
• High level of integrity and discretion when handling sensitive information, with the ability to escalate high-risk cases appropriately

Responsabilities:

• Handling work in the form of text and video voices, communicating with overseas use, and solving problems arising from the use of products by overseas users
• Provide personalized support via chat, ensuring a seamless and professional user experience
• Own and manage user cases end-to-end, including complex, high-impact, or sensitive scenarios
• Monitor and manage user feedback, ensuring timely resolution and protecting user trust and satisfaction
• Identify, document, and escalate issues with clear context and impact assessment
• Analyze user behavior and feedback to proactively identify trends and opportunities, driving actionable improvements in user engagement and spending experience
• Collaborate cross-functionally to enhance service quality and operational efficiency
• Handle user feedback such as google play, product feedback background, etc, and improve the star rating of the product on the GP, as well as the resolution and satisfaction of the feedback background;
• Follow up the bugs that user feedback in a timely manner, and be good at using the table to organize summary;
• Analyze user feedback, regularly output reports in data form, and propose targeted solutions.

Job Type: Full-time

Pay: $22,000.00 - $25,000.00 per month

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