Customer Service Specialist (end user support, inquiries, AI, tech, fast-growing company)

DADACONSULTANTS PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

DADACONSULTANTS PTE. LTD. invites you to join a growing AI software company in Singapore as a frontline user support lead.

You will own day-to-day support channels, triage inquiries, document interactions, and drive knowledge base improvements to reduce repeat questions. You will coordinate with product, engineering, and operations to push for timely resolutions, track user-reported issues, and translate insights into product enhancements.

Qualifications

• Experience in customer service or user operations preferred.
• Familiarity with AI or SaaS products is a bonus.
• Basic data analysis and report-writing skills are advantageous.

Responsibilities

• Own day-to-day management of user support channels (emails, DMs).
• Escalate complex issues to product/engineering teams for timely resolution.
• Consolidate user feedback to identify recurring themes and improve processes.
• Track user-reported bugs and liaise with technical teams for improvements.
• Maintain risk records related to user issues and flag patterns.
• Prepare regular summaries on common inquiries and trends for leadership.
• Collaborate with product/engineering to translate insights into improvements.
• Build and document a knowledge base to enable efficient self-service.

Skills

Written communication

Customer service

Data analysis

Proactive learner

Tools

Ticketing systems

CRM software

Job description

About the Role

Our client is a growing technology company operating in the AI software space, offering intelligent products used by a broad base of end users. This role exists to serve as the frontline owner of user support operations — managing inquiries, resolving issues, and channelling user insights back into the product development cycle. It is an exciting opportunity for someone who thrives at the intersection of user experience and product improvement, and who wants to play a meaningful role in shaping how AI products evolve based on real user needs.

Key Responsibilities

• Own the day-to-day management of user support channels including emails and direct messages, ensuring timely categorisation, response, and documentation of all interactions
• Escalate complex or sensitive user issues to the appropriate internal teams, coordinating across product, engineering, and operations to drive timely resolution
• Consolidate and synthesise user feedback systematically to identify recurring themes and help refine support processes
• Track and follow up on user-reported bugs, maintaining accurate records and liaising with technical teams to push for product improvements
• Maintain risk control records related to user issues and flag emerging patterns that may require escalated attention
• Prepare regular summary reports on common user inquiries and issue trends to support data-informed decision-making by leadership
• Collaborate cross-functionally with product and engineering teams to translate user insights into actionable improvements
• Progressively build and document a knowledge base of common inquiries to enable more efficient, self-sufficient support operations over time

Requirements

• Familiarity with email handling workflows and strong written communication skills, with a service-oriented and user-first mindset
• Proactive, adaptable, and able to learn new tools and processes quickly in a fast-moving environment
• Prior experience in customer service, user operations, or a related support function (is a bonus)
• Familiarity with AI or SaaS products as an end user or in a support capacity (is a bonus)
• Experience using customer support platforms or ticketing systems (is a bonus)Basic data analysis and report-writing skills, with the ability to surface meaningful insights from support interactions (is a bonus)