End User Support Specialist jobs

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

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