Customer Support Specialist
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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.
Fresh graduates are welcomed to apply~
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.
Professional working proficiency in both Chinese and English.
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.