Customer Support Specialist (Email & Chat)

Dada Consultants; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

Dada Consultants Pte Ltd is launching a fast-growing AI startup project and seeks a dedicated user operations professional. You will own end-to-end user support, manage daily inquiries, and consolidate feedback to inform product improvements, acting as the bridge between users and internal teams.

In this role, you will document interactions, escalate issues when needed, and help build scalable support workflows in a fast-paced environment with a focus on user empathy and data-driven insights.

Qualifications

• Experience in email-based support with clear, empathetic communication.
• Customer service or user operations background with multitasking.
• Familiarity with AI or SaaS products and user feedback loops.
• Experience using ticketing systems (e.g., Zendesk, Freshdesk).
• Basic data analysis and report-writing skills.

Responsibilities

• Manage daily inbound user communications across email and messaging channels.
• Document interaction outcomes to build a knowledge base.
• Escalate complex issues to product/engineering and drive timely resolution.
• Synthesize user feedback into structured insights for service improvements.
• Track user-reported bugs and coordinate with engineering to fix them.
• Prepare regular summaries on common issues and trends.
• Identify opportunities to improve support workflows for scalability.

Skills

Email support

Customer service

Ticketing systems

Data analysis

Cross-functional collaboration

Tools

Zendesk

Freshdesk

Job description

Our client is a fast-growing AI startup at the forefront of autonomous agent technology, building products that meaningfully change how people work and live. As part of a lean, high-velocity team, you will own end-to-end user support operations — from daily inquiry management to structured feedback consolidation — serving as the critical bridge between users and internal product and engineering teams. This is an exciting opportunity to shape the user experience of a cutting-edge AI platform from the ground up, with direct influence on product direction.

Key Responsibilities

• Manage daily inbound user communications across email and direct messaging channels, categorise inquiries by type and urgency, and ensure prompt, professional responses
• Document interaction outcomes systematically to build a reliable knowledge base for recurring issues and resolutions
• Escalate complex, sensitive, or unresolved issues to the appropriate product or engineering teams, coordinating cross-functionally to ensure timely closure
• Consolidate and synthesise user feedback into structured insights that inform service process improvements
• Track and follow up on user-reported bugs, working closely with engineering to drive resolution and maintain accurate risk control records
• Prepare regular summary reports on common issues and emerging trends to support data-driven decision-making
• Identify opportunities to improve support workflows and contribute to building scalable, efficient user operations processes

Requirements

• Proficiency in email-based support workflows, with strong written communication skills and a clear, user-empathetic tone
• Customer service or user operations experience, with a service-oriented mindset and the ability to manage multiple priorities simultaneously
• Proactive, self-directed working style with the ability to learn quickly in a fast-paced environment
• Familiarity with AI or SaaS products and an appreciation for how user insights connect to product development (is a bonus)
• Experience using customer support or ticketing systems (e.g. Zendesk, Freshdesk, or similar) (is a bonus)
• Basic data analysis and report-writing skills, with the ability to identify patterns and present findings clearly (is a bonus)