Plaud - Customer Service Team Lead - Singapore
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT
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. • Skills, qualifications and experience we look for • 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.
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. • 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.
No credit card. Takes 10 seconds.