User Support & Operations Specialist — Shape AI Platform

DADACONSULTANTS PTE. LTD.; Singapore; On-site; SGD 47,000 - 71,000; Full time

Job summary

Dada Consultants Pte Ltd in Singapore is seeking a dedicated live-ops oriented candidate to own end-to-end user support for our AI platform. You will manage daily inquiries, categorize issues, and ensure timely, professional responses across email and direct messaging.

You will document outcomes, feed insights back to product and engineering, track bugs with the team, and help build scalable support processes.

Qualifications

• Proficiency in email-based support workflows with a clear, user-empathetic tone.
• Customer service or user operations experience in fast-paced environments.
• Proactive, self-directed with the ability to manage multiple priorities.
• Familiarity with AI or SaaS products is a bonus.
• Experience using ticketing systems (e.g., Zendesk, Freshdesk) is a bonus.
• Basic data analysis and report-writing skills is a bonus.

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 and coordinate cross-functionally for timely closure.
• Consolidate and synthesize user feedback into structured insights for service improvements.
• Track and follow up on user-reported bugs with engineering to drive resolution and maintain risk records.
• Prepare regular summary reports on common issues and emerging trends to support data-driven decisions.
• Identify opportunities to improve support workflows and contribute to scalable user operations processes.

Skills

Customer service

Written communication

Multitasking

Fast-paced learning

Tools

Zendesk

Freshdesk

Ticketing systems

Job description

Dada Consultants Pte Ltd in Singapore is seeking a dedicated live-ops oriented candidate to own end-to-end user support for our AI platform. You will manage daily inquiries, categorize issues, and ensure timely, professional responses across email and direct messaging.

You will document outcomes, feed insights back to product and engineering, track bugs with the team, and help build scalable support processes.