Kerja Sepenuh Masa, Customer Support Specialist (Email - Chat) di Dada Consultants - Maukerja

Our client is a growing AI technology company delivering innovative software solutions to a broad user base across the region. They are looking for a User Support Specialist to own end-to-end user support operations — from resolving day-to-day inquiries to surfacing actionable insights that drive product improvements. This is an exciting opportunity to sit at the intersection of AI product development and user experience, playing a meaningful role in shaping how users engage with cutting-edge technology.

Key Responsibilities

• Manage and respond to daily user inquiries via email and direct messaging channels, categorising issues and documenting outcomes in a timely manner

• Escalate complex or sensitive cases to relevant product and engineering teams, following through to ensure full and prompt resolution

• Consolidate and synthesise user feedback into structured insights to help improve support processes and overall service quality

• Track and document user-reported bugs, maintain accurate risk control records, and coordinate with cross-functional teams to drive product fixes

• Prepare regular summaries and reports on recurring issues and support trends to inform product and business decision-making

• Continuously build a knowledge base of common inquiries to improve first-contact resolution rates over time

• Collaborate closely with product, engineering, and operations teams to translate user insights into tangible product improvements

Requirements

• Experience in customer service, user operations, or technical support, with strong written communication and a service-oriented mindset

• Familiarity with customer support or ticketing systems (e.g. Zendesk, Freshdesk, or similar platforms) (is a bonus)

• Familiarity with AI or SaaS products and an interest in how technology products are built and improved (is a bonus)

• Basic data analysis and report-writing skills, with the ability to identify patterns and present findings clearly (is a bonus)

• A proactive, self-driven approach with the ability to learn quickly and adapt in a fast-paced environment

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:

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EA License No.: 18S9037

Business Registration Number: 201735941W