Customer Service Specialist (end user support, inquiries, AI, tech, fast-growing company)

About the Role

Our client is a growing technology company operating in the AI software space, offering intelligent products used by a broad base of end users. This role exists to serve as the frontline owner of user support operations - managing inquiries, resolving issues, and channelling user insights back into the product development cycle. It is an exciting opportunity for someone who thrives at the intersection of user experience and product improvement, and who wants to play a meaningful role in shaping how AI products evolve based on real user needs.

Key Responsibilities

• Own the day-to-day management of user support channels including emails and direct messages, ensuring timely categorisation, response, and documentation of all interactions
• Escalate complex or sensitive user issues to the appropriate internal teams, coordinating across product, engineering, and operations to drive timely resolution
• Consolidate and synthesise user feedback systematically to identify recurring themes and help refine support processes
• Track and follow up on user-reported bugs, maintaining accurate records and liaising with technical teams to push for product improvements
• Maintain risk control records related to user issues and flag emerging patterns that may require escalated attention
• Prepare regular summary reports on common user inquiries and issue trends to support data-informed decision-making by leadership
• Collaborate cross-functionally with product and engineering teams to translate user insights into actionable improvements
• Progressively build and document a knowledge base of common inquiries to enable more efficient, self-sufficient support operations over time

Requirements

• Familiarity with email handling workflows and strong written communication skills, with a service-oriented and user-first mindset
• Proactive, adaptable, and able to learn new tools and processes quickly in a fast-moving environment
• Prior experience in customer service, user operations, or a related support function (is a bonus)
• Familiarity with AI or SaaS products as an end user or in a support capacity (is a bonus)
• Experience using customer support platforms or ticketing systems (is a bonus)
• Basic data analysis and report-writing skills, with the ability to surface meaningful insights from support interactions (is a bonus)

If you are passionate about technology and meet the above requirements, please don't hesitate to apply. Please note that only shortlisted candidates will be contacted. Appreciate your understanding. Data provided is for recruitment purposes only.

Dada Consultants Pte Ltd

Website:

www.dadaconsultants.com

EA License No.: 18S9037

Business Registration Number: 201735941W