User Operations Associate – AI Product

About the Role

A fast-growing international AI technology company is looking for a User Operations Associate to support users of its AI product. You will manage user enquiries, investigate issues, coordinate with Product and Engineering teams, and consolidate user feedback to help improve the overall product experience.

Key Responsibilities

• Manage daily user enquiries via email and messaging channels, ensuring timely and accurate responses.
• Categorise, document and follow up on user issues, escalating complex cases to the relevant Product or Engineering teams.
• Track user-reported bugs and coordinate internally to drive timely resolution.
• Consolidate recurring user feedback and identify opportunities to improve product and support processes.
• Prepare regular issue summaries, user feedback reports and operational insights to support product decision-making.

Requirements

• Strong written and verbal communication skills with a user-focused and service-oriented mindset.
• Good organisational skills with the ability to manage multiple user enquiries and follow-ups simultaneously.
• Proactive, resourceful and able to learn new products and processes quickly.
• Strong English communication skills, with business-level Mandarin required for regular communication with Mandarin-speaking users and regional stakeholders.
• Interest in AI, SaaS or technology products , with customer support, user operations or product operations experience being advantageous.
• Proficiency in Mandarin to effectively communicate with Chinese-speaking clients and counterparts.

Preferred Experience

Customer Support / Customer Success / User Operations / Product Operations / SaaS Support / Tech Support exposure would all be relevant. Only shortlisted candidates will be responded to, therefore if you do not receive a response within 14 days please accept this as notification that you have not been shortlisted.

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