Customer Support Specialist (Email & Chat)

Dada Consultants Pte Ltd; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

Dada Consultants Pte Ltd is seeking a User Support Specialist to own end-to-end user support operations, from resolving day-to-day inquiries to surfacing actionable insights that drive product improvements. This role sits at the intersection of AI product development and user experience, helping users engage with cutting-edge technology.

You will collaborate with product, engineering, and operations teams to translate user feedback into measurable improvements and maintain a growing knowledge

Qualifications

• Experience in customer service, user operations, or technical support.

Responsibilities

• Manage and respond to daily user inquiries via email and direct messaging channels.
• Escalate complex or sensitive cases to product and engineering teams and follow through to resolution.
• Consolidate user feedback into structured insights to improve support processes and service quality.
• Track and document user-reported bugs and coordinate with cross-functional teams to drive product fixes.
• Prepare regular summaries and reports on recurring issues and support trends.
• Build and maintain a knowledge base of common inquiries to improve first-contact resolution.

Skills

Customer service

User operations

Technical support

Written communication

Ticketing systems

AI / SaaS products

Job description

Our client is a growing AI technology company delivering innovative software solutions to a broad user base across the region. They are looking for a User Support Specialist to own end-to-end user support operations — from resolving day-to-day inquiries to surfacing actionable insights that drive product improvements. This is an exciting opportunity to sit at the intersection of AI product development and user experience, playing a meaningful role in shaping how users engage with cutting-edge technology.

Key Responsibilities

• Manage and respond to daily user inquiries via email and direct messaging channels, categorising issues and documenting outcomes in a timely manner
• Escalate complex or sensitive cases to relevant product and engineering teams, following through to ensure full and prompt resolution
• Consolidate and synthesise user feedback into structured insights to help improve support processes and overall service quality
• Track and document user-reported bugs, maintain accurate risk control records, and coordinate with cross-functional teams to drive product fixes
• Prepare regular summaries and reports on recurring issues and support trends to inform product and business decision-making
• Continuously build a knowledge base of common inquiries to improve first-contact resolution rates over time
• Collaborate closely with product, engineering, and operations teams to translate user insights into tangible product improvements

Requirements

• Experience in customer service, user operations, or technical support, with strong written communication and a service-oriented mindset
• Familiarity with customer support or ticketing systems (e.g. Zendesk, Freshdesk, or similar platforms) (is a bonus)
• Familiarity with AI or SaaS products and an interest in how technology products are built and improved (is a bonus)
• Basic data analysis and report-writing skills, with the ability to identify patterns and present findings clearly (is a bonus)
• A proactive, self-driven approach with the ability to learn quickly and adapt in a fast-paced environment