User Operations

Key Responsibilities

1.SVIP Client Management

-Provide dedicated 1:1 service support for SVIP clients, ensuring a premium and seamless user experience.

-Build long-term relationships with high-value users and proactively identify their needs.

-Implement and optimize SVIP service processes to enhance satisfaction and retention.

2. Merchant Coordination

-Manage communication and partnerships with merchant/seller across various regions.

-Monitor buy/supply pricing and ensure alignment with internal standards.

-Handle basic operational documentation, including pricing sheets, data reports, and simple contract-related tasks.

-Maintain strong professional relationships with merchants to ensure smooth collaboration.

3. User Insights & Operational Support

-Analyze user feedback and behavioural data to identify key needs and propose service solutions.

-Address escalations and provide customised support with accuracy and empathy.

-Collaborate with internal teams to enhance user experience and operational efficiency.

4. Event & Campaign Support (Preferred)

-Support the planning and execution of voice-room events, SVIP activities, and engagement campaigns.

-Demonstrate knowledge or interest in the voice-chat or livestreaming ecosystem.

Qualifications

-Bachelor's degree in marketing, business, communications, or related fields preferred.

-13 years of experience in sales, customer service, user operations, or account management.

-Strong communication and interpersonal skills with high emotional intelligence.

-Patient, detail-oriented, trustworthy, and able to manage routine tasks with professionalism.

-Ability to work with spreadsheets (Excel/Google Sheets) for simple data processing.

-Experience in merchant management or familiarity with merchant ecosystems is a plus.

-Prior exposure to IMO, HAGO, Helloyo, or similar audio/livestream products is an advantage.