Plaud
Customer Service Team Lead - Singapore
1mo ago
WorldwideLead
Lead customer service team for an AI productivity company to enhance customer success and global expansion.
Responsibilities
- Lead a team of 5–7 agents handling high-risk customer cases (refund disputes, logistics failures, fraud).
- Own escalations end-to-end, making final decisions on complex cases that impact cost and customer experience.
- Act as the primary point of escalation and policy alignment with Sales, GTM, and Finance to maintain fast resolution times.
- Analyze refund and logistics trends, and drive fixes with Product, GTM, and Finance to prevent repeat issues — closing the loop back to customers and frontline teams.
- Build and standardize SOPs for the most complex workflows (returns, claims, exceptions) to improve speed and consistency.
- Run regular case reviews, coach team members, and enforce quality and accountability across all service interactions.
- Run monthly case calibration sessions to align quality standards across service team and BPO partners.
Requirements
- Proven track record of managing a team of 5+ in a fast-paced environment.
- Deep expertise in Service Recovery and escalation management (Refunds, Logistics, Fraud).
- Strong data analytical skills to derive insights from service metrics.
Conditions
- Meaningful Ownership An Employee Stock Ownership Plan (ESOP) that gives a real stake in Plaud’s long-term success.
- High-Impact Environment Work in a fast-moving, product-driven environment where your ideas directly shape the future of AI productivity.
- Cutting-Edge AI Tools for Productivity Access to best-in-class AI tools, including Cursor, GPT models, Gemini, Claude, and other frontier AI systems to maximize engineering and execution efficiency.
- Best-in-Class Equipment Choice of top-spec laptops, high-performance workstation setups, and cutting-edge Plaud devices for all new hires.
- Team & Culture Annual company offsites, team events, and a culture that values craftsmanship, ownership, and velocity.
- Medical & Insurance Coverage Comprehensive benefits to protect our employees' financial security, physical health, and longterm growth. Medical insurance and WICA coverage for all full-time employees.
Other
- Plaud is building the world's most trusted AI work companion for professionals to elevate productivity and performance through note-taking solutions, loved by over 2,000,000 users worldwide since 2023. With a mission to amplify human intelligence, Plaud is building the next-generation intelligence infrastructure and interfaces to capture, extract, and utilize what you say, hear, see, and think.
- Plaud Inc. is a Delaware-incorporated, San Francisco-based company pushing the boundary of human–AI intelligence through a hardware–software combination. With ISO 27001, ISO 27701, GDPR, SOC 2, HIPAA, and EN 18031 compliance, Plaud is committed to the highest standards of data security and privacy protection.
- To learn more about Plaud, please visit https://www.plaud.ai and follow along on Instagram , X , Facebook , Linkedin , and YouTube
- Plaud is building the next generation intelligence infrastructure and interfaces to capture, extract, and utilize intelligence from what people say, hear, see, and think.
- Plaud is a bootstrapped, skyrocketing, profitable company with a $250M revenue run rate achieved in just three years.
- Define the next-gen paradigm for human-AI interaction.
- Gain exposure to cutting-edge AI for Pro tools and play a direct role in our global expansion.
- Work with passionate teammates who value innovation, collaboration, and customer success.
- Grow your career in a culture that champions continuous learning and fast career development.
- Market-competitive compensation, global exposure, and a vibrant, creativity-fueled work atmosphere.