Plaud - Customer Experience (CX) Performance Specialist
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Requirements
• High ownership + curiosity: asks “what decision will this change?”, follows issues through resolution, and collaborates effectively with Product/Engineering/Support • Strong ability to turn messy qualitative inputs into structured artifacts (taxonomy, topics, problem statements) with attention to detail and consistency. • Working knowledge (or fast learner) of VoC data sources and tools (e.g., Zendesk/Intercom, App Store/Google Play reviews, community platforms), including awareness of sampling bias and data limitations. • Solid analytical toolkit: Excel/Google Sheets proficiency; comfort with basic SQL and/or BI dashboards is a strong plus. • 1+ year of experience in VoC, Customer Insights, Support Operations, Product Operations, Analytics, or adjacent roles(internship/co-op experience accepted), with strong written communication in English.
Responsibilities
• Manage the end-to-end feedback pipeline across Software, Hardware, and Growth, leveraging AI tools to build and refine taxonomies that guarantee clean, analysis-ready data. • Produce weekly monitoring reports tracking sentiment shifts, new feature reception, and bug impact, while maintaining a prioritized Wish-List that directly shapes our product roadmap. • Run tight, focused deep-dives into urgent product questions when the business needs answers fast—delivering clear, point-of-view-driven insights over surface-level data dumps. • Go beyond the data: follow up with users directly to move surface-level complaints toward use-case-level insight, and push cross-functional teams until issues are fully resolved. • Use AI/automation to speed up tagging, summarization, and trend detection while owning final judgment, data quality, and privacy/compliance standards. • Skills, qualifications and experience we look for • 3+ years of experience in Product Manager, Data Analytics, Customer Insights, Product Operations within the software industry, with working level in Chinese. Previous experience working at an AI company is a strong plus. • High ownership + curiosity: asks “what decision will this change?”, with the ability to connect user feedback to real product, growth, and experience improvement opportunities. • Strong user empathy and communication skills, with the ability to go beyond surface complaints and present findings in a clear, concise, decision-oriented way. • Working knowledge (or fast learner) of VoC data sources and tools (e.g., Zendesk/Intercom, App Store/Google Play reviews, community platforms), including awareness of sampling bias and data limitations. • Solid analytical mindset; fundamental data analysis skills and practical AI tool application (e.g., prompting capabilities) are considered nice-to-haves.
Benefits
• 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.
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