Plaud - Customer Support Specialist - Singapore

• Handle complex escalated customer cases (T2) end-to-end — from initial triage through to full resolution — within First Reply and Full Resolution SLA targets, using sound judgment on cases that T1 tooling and AI-assisted handling could not resolve. • Own at least one T2 operational domain (e.g. refunds, logistics, device lock/unbinding, or fraud): maintain its SOP, monitor for anomalies, and surface patterns or systemic issues to the team and relevant internal stakeholders. • Collaborate cross-functionally with logistics, finance, and product teams to resolve cases that require internal escalation or policy decisions, ensuring the customer receives a clear, accurate, and timely outcome. • Pursue SOTA in T2 support quality: Benchmark Plaud's resolution quality and response practices against industry-leading support operations (e.g. Apple support); identify gaps in current SOPs and propose improvements that reduce repeat escalations or handling time. • Use AI-assisted tools (suggested replies, auto-classification, macro libraries) to the fullest to maintain throughput at target productivity, while applying human judgment where AI output is insufficient for the complexity of the case. • Skills, qualifications and experience we look for • 1 - 3 years of customer service experience with demonstrated ability to handle complex or escalated cases independently, not just high-volume T1 ticket-closing. • C1-or-above written English: able to draft clear, professional, and empathetic responses to customers in high-stakes situations (disputes, refund denials, account issues) without supervisory review of language. • Proven ability to own a process or domain end-to-end — not just execute tasks — including maintaining documentation and flagging anomalies without being prompted. • Comfortable operating at sustained high throughput (50+ tickets per working day) without a drop in resolution quality or customer communication standard. • Strong cross-functional communication: able to coordinate with internal teams (logistics, finance, product) to drive case closure, not just relay information. • Preferred Qualitifications • Experience with Zendesk or a comparable ticketing platform (trainable to working fluency in approximately two weeks if not already held). • Prior exposure to a T2 or escalation-tier support function, or to a domain with high-stakes customer outcomes (refunds, fraud, account recovery, device/hardware issues). • Experience in a consumer hardware or subscription Saas support environment where resolving cases requires product knowledge depth (e.g. account/subscription management,refund and return management)-not just policy lookup.