Product & User Operations

Simular Inc.; Singapore; Sur place; SGD 60 000 - 90 000; Plein temps

Résumé du poste

Simular Inc. is seeking a skilled professional for product operations and customer success. You will serve as the main contact for user questions, triage issues with engineering, and help shape the product roadmap through data-driven insights.

You will design and maintain support workflows, build knowledge bases, and pursue automation opportunities using AI and internal tools to improve efficiency and user satisfaction.

Qualifications

• 2–4 years in product operations, user operations, customer success, or a similar role.
• Bachelor's degree in Business, Information Systems, Computer Science, or related field.
• Experience setting up or managing customer support systems and ticketing platforms.
• Strong data analysis skills to track metrics and turn data into insights.
• Bias toward automation and building scalable systems, not only resolving tickets.
• Excellent written communication and the ability to translate complex issues clearly.

Responsabilités

• Serve as the primary contact for user questions, feedback, and escalations.
• Triage issues, troubleshoot, and collaborate with engineering and product to drive resolution.
• Build and maintain support workflows, knowledge bases, and self-serve resources.
• Aggregate user feedback into product insights that influence roadmaps.
• Identify opportunities to automate operational work using AI agents and internal tools.
• Track UX metrics and continuously raise the bar on response time and satisfaction.

Connaissances

Customer operations

Data analysis

Automation mindset

Communication

Formation

Bachelor's degree in Business/Information Systems/Computer Science

Outils

Intercom

Zendesk

Description du poste

Where multiple locations are listed for this role, the position may be based in any of those locations, with priority determined according to the order of listing.

What you'll do

• Serve as the primary point of contact for user questions, feedback, and escalations.
• Triage incoming user issues, troubleshoot, and partner with engineering and product to drive resolution.
• Build and maintain support workflows, knowledge bases, and self-serve resources.
• Aggregate and synthesize user feedback into product insights that influence the roadmap.
• Identify opportunities to automate operational work using AI agents and internal tooling.
• Track key user-experience metrics (response time, resolution rate, satisfaction) and continuously raise the bar.

What we're looking for

• 2-4 years in product operations, user operations, customer success, or a similar role.
• Bachelor's degree in Business, Information Systems, Computer Science, or a related field.
• Experience setting up or managing customer support systems and ticketing platforms (e.g. "Intercom", "Zendesk", or similar).
• Strong data analysis skills, with the ability to track metrics, identify trends, and turn user data into actionable insights.
• Strong bias towards automation and building systems, not just resolving individual tickets.
• Excellent written communication skills, with the ability to translate complex issues clearly.
• Genuine interest in AI products and how they work.

Bonus

• Experience with AI agents or workflow automation tools.