AI Customer Experience Specialist

Dada Consultants Pte Ltd; Singapore; On-site; SGD 39,000 - 61,000; Full time

Job summary

Dada Consultants Pte Ltd., a Singapore-based AI startup, seeks a proactive Support Operations Specialist to manage daily user inquiries, build a knowledge base, and coordinate with product and engineering teams. You will translate user feedback into actionable insights to improve the platform and user experience.

You will work in a fast-paced environment, handling multi-channel communications, maintaining high-quality responses, and contributing to scalable support processes as the product

Qualifications

• Proven experience in email-based support with clear, user-empathetic communication.

Responsibilities

• Manage daily inbound user communications across email and direct messaging channels; categorize inquiries by type and urgency and respond promptly.
• Document interaction outcomes to build a knowledge base for recurring issues and resolutions.
• Escalate complex issues to product or engineering teams, coordinating cross-functionally for timely closure.
• Consolidate user feedback into structured insights to inform service improvements.
• Track and follow up on user-reported bugs with engineering to drive resolution and risk control.
• Prepare regular summary reports on common issues and trends to support decision-making.
• Identify opportunities to improve support workflows and build scalable user operations processes.

Skills

Email support workflows

Customer service / user operations

Multitasking / prioritization

AI or SaaS product familiarity

Ticketing systems usage

Data analysis & reporting basics

Tools

Zendesk

Freshdesk

Job description

Dada Consultants Pte Ltd., a Singapore-based AI startup, seeks a proactive Support Operations Specialist to manage daily user inquiries, build a knowledge base, and coordinate with product and engineering teams. You will translate user feedback into actionable insights to improve the platform and user experience.

You will work in a fast-paced environment, handling multi-channel communications, maintaining high-quality responses, and contributing to scalable support processes as the product