AI SaaS Support Specialist & Insights Champion

Dada Consultants Pte Ltd; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

Dada Consultants Pte Ltd is seeking a User Support Specialist to own end-to-end user support operations, from resolving day-to-day inquiries to surfacing actionable insights that drive product improvements. This role sits at the intersection of AI product development and user experience, helping users engage with cutting-edge technology.

You will collaborate with product, engineering, and operations teams to translate user feedback into measurable improvements and maintain a growing knowledge

Qualifications

• Experience in customer service, user operations, or technical support.

Responsibilities

• Manage and respond to daily user inquiries via email and direct messaging channels.
• Escalate complex or sensitive cases to product and engineering teams and follow through to resolution.
• Consolidate user feedback into structured insights to improve support processes and service quality.
• Track and document user-reported bugs and coordinate with cross-functional teams to drive product fixes.
• Prepare regular summaries and reports on recurring issues and support trends.
• Build and maintain a knowledge base of common inquiries to improve first-contact resolution.

Skills

Customer service

User operations

Technical support

Written communication

Ticketing systems

AI / SaaS products

Job description

Dada Consultants Pte Ltd is seeking a User Support Specialist to own end-to-end user support operations, from resolving day-to-day inquiries to surfacing actionable insights that drive product improvements. This role sits at the intersection of AI product development and user experience, helping users engage with cutting-edge technology.

You will collaborate with product, engineering, and operations teams to translate user feedback into measurable improvements and maintain a growing knowledge