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.