User Support & Operations Specialist (AI Platform)

DADACONSULTANTS PTE. LTD.; Singapore; On-site; SGD 42,000 - 72,000; Full time

Job summary

Dada Consultants Pte Ltd is seeking a motivated user operations professional to manage daily customer inquiries across email and messaging channels. You will document outcomes and build a knowledge base while coordinating with product and engineering to resolve issues.

The role emphasizes turning user feedback into actionable insights to improve the support process and scale operations in a fast-paced AI SaaS environment.

Qualifications

• Experience in email-based support with clear, user-friendly tone.
• Service-oriented mindset with the ability to handle multiple priorities.
• Proactive, self-driven working style in a fast-paced setting.
• Familiarity with AI or SaaS products and how insights guide product.
• Experience with ticketing systems like Zendesk, Freshdesk, or similar.

Responsibilities

• Manage daily inbound user communications across email and direct messaging, categorise inquiries by type and urgency, and respond promptly.
• Document interaction outcomes to build a knowledge base for recurring issues.
• Escalate complex or unresolved issues to product or engineering teams and coordinate timely resolution.
• Consolidate user feedback into structured insights to inform service improvements.
• Track user-reported bugs and work with engineering to drive resolution and risk records.
• Prepare regular summary reports on common issues and emerging trends for data-driven decisions.
• Identify opportunities to improve support workflows and scale user operations.

Skills

Customer service

User operations

Proactive work style

Tools

Zendesk

Freshdesk

Job description

About the Role

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 synthesiseuser feedbackinto 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 serviceor 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 withAI or SaaS productsand an appreciation for how user insights connect to product development(is a bonus)
  
• Experience using customer support orticketing 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)

Dada Consultants Pte Ltd

Website:

www.dadaconsultants.com

EA License No.: 18S9037

Business Registration Number: 201735941W