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Customer Support Specialist (Email & Chat)
Full-time
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 synthesise
user feedback
into 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 service or 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 with
AI or SaaS products
and an appreciation for how user insights connect to product development (is a bonus)
Experience using customer support or
ticketing 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)
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
