AI SaaS User Support & Operations Specialist

DADACONSULTANTS PTE. LTD.; Singapore; On-site; SGD 42,000 - 72,000; Full time

Job summary

Dada Consultants Pte Ltd is seeking a motivated user operations professional to manage daily customer inquiries across email and messaging channels. You will document outcomes and build a knowledge base while coordinating with product and engineering to resolve issues.

The role emphasizes turning user feedback into actionable insights to improve the support process and scale operations in a fast-paced AI SaaS environment.

Qualifications

• Experience in email-based support with clear, user-friendly tone.
• Service-oriented mindset with the ability to handle multiple priorities.
• Proactive, self-driven working style in a fast-paced setting.
• Familiarity with AI or SaaS products and how insights guide product.
• Experience with ticketing systems like Zendesk, Freshdesk, or similar.

Responsibilities

• Manage daily inbound user communications across email and direct messaging, categorise inquiries by type and urgency, and respond promptly.
• Document interaction outcomes to build a knowledge base for recurring issues.
• Escalate complex or unresolved issues to product or engineering teams and coordinate timely resolution.
• Consolidate user feedback into structured insights to inform service improvements.
• Track user-reported bugs and work with engineering to drive resolution and risk records.
• Prepare regular summary reports on common issues and emerging trends for data-driven decisions.
• Identify opportunities to improve support workflows and scale user operations.

Skills

Customer service

User operations

Proactive work style

Tools

Zendesk

Freshdesk

Job description

Dada Consultants Pte Ltd is seeking a motivated user operations professional to manage daily customer inquiries across email and messaging channels. You will document outcomes and build a knowledge base while coordinating with product and engineering to resolve issues.

The role emphasizes turning user feedback into actionable insights to improve the support process and scale operations in a fast-paced AI SaaS environment.