User Operation Specialist (Intern)
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About the Role
We are looking for a User Operation Specialist to support the day-to-day needs of users of our AI product and gradually grow into a broader user operations role. You will respond to user inquiries, consolidate feedback, identify recurring issues, and work with Product, Engineering, and other teams to improve the user experience, service processes, and product features. Over time, you will also help develop initiatives that better engage and serve our user community.
Location: Singapore
Responsibilities
Manage daily user inquiries via email, direct messages, and other channels; categorize requests, respond promptly, and document outcomes.
Follow up on user feedback and issues, identifying recurring needs and pain points to support effective resolution.
Escalate complex, sensitive, or specialized issues when needed, and coordinate with Product, Engineering, and other teams to track them through resolution.
Track user-reported bugs and experience issues, and help drive product improvements and service process optimization.
Maintain records of user issues, risks, and resolution progress; summarize common issues and prepare regular reports to inform team decisions.
Gradually contribute to broader user operations, exploring ways to improve user engagement, satisfaction, and product experience alongside core support responsibilities.
Requirements
Familiarity with email and day-to-day user communication workflows, with strong writing and information-organizing skills.
Strong communication skills, a service-oriented mindset, and empathy for users.
Professional working proficiency in both Chinese and English.
A proactive attitude and strong learning ability, with the ability to understand the product quickly and handle common inquiries independently.
A strong sense of ownership and the ability to follow up on issues in an organized manner and coordinate with relevant teams.
Preferred Qualifications
Experience in customer service, user support, or user operations.
Familiarity with AI or SaaS products.
Experience using customer support platforms, ticketing systems, or user feedback management tools.
Basic data analysis, information synthesis, and report-writing skills.