Customer Support Specialist

About the Role

Own AI product user support and issue resolution, consolidate user feedback, and progressively build the ability to independently handle common inquiries — working closely with product, engineering and cross-functional teams to turn user insights into product improvements.

We welcome candidates from all experience levels, including current university/polytechnic students seeking internships with the potential for full-time conversion, recent graduates, and experienced professionals.

Responsibilities

Manage daily user emails and direct messages, categorize inquiries, respond promptly, and document outcomes.

Escalate complex or sensitive issues to the relevant teams and collaborate across departments to ensure timely resolution.

Consolidate user feedback and help improve service processes.

Track user-reported bugs, drive product improvements, maintain risk control records, and regularly summarize common issues and prepare reports to support decision-making.

Requirements

Familiarity with email handling workflows and strong written communication skills.

Strong communication skills and a service-oriented mindset.

A proactive approach and the ability to learn quickly.

Preferred Qualifications

Experience in customer service or user operations.

Familiarity with AI or SaaS products.

Experience using customer support or ticketing systems.

Basic data analysis and report-writing skills.