User Support Specialist

Trulyyy; Singapore; On-site; SGD 42,000 - 62,000; Full time

Job summary

Trulyyy in Singapore is seeking a User Operations Associate to support users of its AI product. You will manage inquiries, investigate issues, and coordinate with Product and Engineering to resolve problems.

The role emphasizes user-focused communication, feedback consolidation, and reporting to inform product decisions. Strong English and Mandarin skills are required for regional interactions.

Qualifications

• Strong written and verbal communication with a user-focused mindset.
• Good organizational skills with the ability to manage multiple enquiries and follow-ups.
• Proactive and resourceful; quick to learn new products and processes.
• English communication is strong; Mandarin required for regular communication with Mandarin-speaking users and regional stakeholders.
• Interest in AI, SaaS or technology products; customer support or user operations experience is advantageous.

Responsibilities

• Manage daily user enquiries via email and messaging channels with timely, accurate responses.
• Categorise, document and follow up on user issues; escalate complex cases to Product/Engineering teams.
• Track user-reported bugs and coordinate internally to drive timely resolution.
• Consolidate recurring user feedback and identify opportunities to improve product and support processes.
• Prepare regular issue summaries, user feedback reports and operational insights to support product decisions.

Skills

English proficiency

Mandarin proficiency

Customer support

Communication

Organizational skills

Job description

A fast-growing international AI technology company is looking for a User Operations Associate to support users of its AI product.

You will manage user enquiries, investigate issues, coordinate with Product and Engineering teams, and consolidate user feedback to help improve the overall product experience.

Key Responsibilities

• Manage daily user enquiries via email and messaging channels, ensuring timely and accurate responses.
• Categorise, document and follow up on user issues, escalating complex cases to the relevant Product or Engineering teams.
• Track user-reported bugs and coordinate internally to drive timely resolution.
• Consolidate recurring user feedback and identify opportunities to improve product and support processes.
• Prepare regular issue summaries, user feedback reports and operational insights to support product decision-making.

Requirements

• Strong written and verbal communication skills with a user-focused and service-oriented mindset.
• Good organisational skills with the ability to manage multiple user enquiries and follow-ups simultaneously.
• Proactive, resourceful and able to learn new products and processes quickly.Strong English communication skills, with business-level Mandarin required for regular communication with Mandarin-speaking users and regional stakeholders.
• Interest in AI, SaaS or technology products, with customer support, user operations or product operations experience being advantageous.
• Proficiency in Mandarin to effectively communicate with Chinese-speaking clients and counterparts.

Preferred Experience

Customer Support / Customer Success / User Operations / Product Operations / SaaS Support / Tech Support exposure would all be relevant.

Only shortlisted candidates will be responded to, therefore if you do not receive a response within 14 days please accept this as notification that you have not been shortlisted.