Customer Support Specialist

Butterfly Effect Pte Ltd; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Butterfly Effect Pte Ltd in Singapore is seeking an AI product user support professional to own the handling of daily inquiries and contribute to product improvements by turning user insights into actionable changes. You will work closely with product, engineering, and cross-functional teams to ensure quality support and user success.

The role requires strong written communication, a service mindset, and proficiency in both Chinese and English.

Qualifications

• Familiarity with email handling workflows is required.
• Strong written communication skills are required.
• Service-oriented mindset is essential.
• Bilingual Chinese and English communication with internal stakeholders and partners is required.
• Proactive approach and ability to learn quickly are important.
• Experience in customer service or user operations is preferred.
• Familiarity with AI or SaaS products is preferred.
• Experience using customer support or ticketing systems is preferred.
• Basic data analysis and report-writing skills are preferred.

Responsibilities

• Manage daily user emails and direct messages, categorize inquiries, respond promptly, and document outcomes.
• Escalate complex or sensitive issues to relevant teams and collaborate across departments for timely resolution.
• Consolidate user feedback and help improve service processes.
• Track user-reported bugs, drive product improvements, maintain risk control records, and prepare reports to support decision-making.

Skills

Email handling workflows

Written communication

Service mindset

Bilingual Chinese/English

Proactive learner

Customer service

Tools

Ticketing systems

Job description

Manusisageneral-purposeAIagentthatbridgesmindandaction,handlingcomplextasksfromstarttofinish.Itenablespeopletodelegateentireworkflowsacrossdeepresearch,dataanalysis,andsoftwaredevelopment,turningadvancedAIintoreliable,practicalresults.

About the role

Own AI product user support and issue resolution, consolidate user feedback, and progressively build the ability to independently handle common inquiries — working closely with product, engineering and cross-functional teams to turn user insights into product improvements.

Key responsibilities

• Manage daily user emails and direct messages, categorize inquiries, respond promptly, and document outcomes

• Escalate complex or sensitive issues to the relevant teams and collaborate across departments to ensure timely resolution

• Consolidate user feedback and help improve service processes

• Track user-reported bugs, drive product improvements, maintain risk control records, and regularly summarize common issues and prepare reports to support decision-making

About you

• Familiarity with email handling workflows and strong written communication skills

• Strong communication skills and a service-oriented mindset

• Professional working proficiency in both Chinese and English to communicate with internal stakeholders and partners

• A proactive approach and the ability to learn quickly

• Experience in customer service or user operations (preferred)

• Familiarity with AI or SaaS products (preferred)

• Experience using customer support or ticketing systems (preferred)

• Basic data analysis and report-writing skills (preferred)