simular - Product & User Operations

Singapore1mo ago

In Office Mid APAC Director of Operations Customer Success Intercom Zendesk Data Analysis

Requirements

• 2-4 years in product operations, user operations, customer success, or a similar role. • Bachelor's degree in Business, Information Systems, Computer Science, or a related field. • Experience setting up or managing customer support systems and ticketing platforms (e.g. Intercom, Zendesk, or similar). • Strong data analysis skills, with the ability to track metrics, identify trends, and turn user data into actionable insights. • Strong bias towards automation and building systems, not just resolving individual tickets. • Excellent written communication skills, with the ability to translate complex issues clearly. • Genuine interest in AI products and how they work. • Experience with AI agents or workflow automation tools.

Responsibilities

• Serve as the primary point of contact for user questions, feedback, and escalations. • Triage incoming user issues, troubleshoot, and partner with engineering and product to drive resolution. • Build and maintain support workflows, knowledge bases, and self-serve resources. • Aggregate and synthesize user feedback into product insights that influence the roadmap. • Identify opportunities to automate operational work using AI agents and internal tooling. • Track key user-experience metrics (response time, resolution rate, satisfaction) and continuously raise the bar.