Global User Service Operations Specialist

Bilibili Inc.; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

Bilibili Inc. in Singapore is seeking a proactive overseas user service liaison to build and optimize standardized SOPs, collect feedback in multiple languages, and coordinate global teams to resolve issues.

The role focuses on identifying localization needs, supporting product optimization, and enhancing regional adaptation. Strong communication, cross-cultural awareness, and timely responsiveness to user feedback are essential, with priority given to AI agent capabilities.

Qualifications

• Bachelor’s degree or above, 2026 or 2027 graduate.
• Fluent English or Mandarin for work scenarios, with strong verbal and written communication skills.
• Candidates with Arabic and/or Portuguese language skills are preferred.
• Interested in overseas user service and cross-border business with basic internet product cognition.
• Possess logical thinking, user demand sorting ability, fluent communication skills and basic cross-cultural awareness.
• Rigorous, responsible and result-driven; ready to respond to user feedback timely.

Responsibilities

• Build & optimize standardized, replicable overseas user service SOP and system.
• Collect overseas user feedback via foreign languages, coordinate teams to resolve issues.
• Mine user pain points & localization needs, support product optimization & regional adaptation.
• Iterate service processes & knowledge base to improve team efficiency & professionalism.

Skills

Fluent English

Fluent Mandarin

Strong communication skills

Cross-cultural awareness

Execution under pressure

Education

Bachelor's degree or above

Job description

Bilibili Inc. in Singapore is seeking a proactive overseas user service liaison to build and optimize standardized SOPs, collect feedback in multiple languages, and coordinate global teams to resolve issues.

The role focuses on identifying localization needs, supporting product optimization, and enhancing regional adaptation. Strong communication, cross-cultural awareness, and timely responsiveness to user feedback are essential, with priority given to AI agent capabilities.