Customer Support Specialist (Email & Chat)

Dada Consultants Pte Ltd; Singapore; On-site; SGD 39,000 - 61,000; Full time

Job summary

Dada Consultants Pte Ltd., a Singapore-based AI startup, seeks a proactive Support Operations Specialist to manage daily user inquiries, build a knowledge base, and coordinate with product and engineering teams. You will translate user feedback into actionable insights to improve the platform and user experience.

You will work in a fast-paced environment, handling multi-channel communications, maintaining high-quality responses, and contributing to scalable support processes as the product

Qualifications

• Proven experience in email-based support with clear, user-empathetic communication.

Responsibilities

• Manage daily inbound user communications across email and direct messaging channels; categorize inquiries by type and urgency and respond promptly.
• Document interaction outcomes to build a knowledge base for recurring issues and resolutions.
• Escalate complex issues to product or engineering teams, coordinating cross-functionally for timely closure.
• Consolidate user feedback into structured insights to inform service improvements.
• Track and follow up on user-reported bugs with engineering to drive resolution and risk control.
• Prepare regular summary reports on common issues and trends to support decision-making.
• Identify opportunities to improve support workflows and build scalable user operations processes.

Skills

Email support workflows

Customer service / user operations

Multitasking / prioritization

AI or SaaS product familiarity

Ticketing systems usage

Data analysis & reporting basics

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)