Plaud - Voice of Customer (VoC) Analyst - Singapore
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Responsibilities
• Own day-to-day VoC intake by monitoring global channels (app reviews, support tickets, SNS/community), ensuring timely capture, de-duplication, and source traceability. • Apply and maintain a consistent VoC taxonomy (topic, product area, sentiment, severity), contributing to controlled refinements as product changes emerge. • Triage issues using clear escalation rules and SLAs, creating “P0/P1/P2” recommendations backed by directional impact sizing (users affected, frequency, severity, business risk). • Deliver stakeholder-ready outputs (weekly digest, emerging issue alerts, release/regression notes) with crisp problem statements, examples, and suggested next actions/owners. • 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 • 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 mindset; fundamental data analysis skills (e.g., Excel/Google Sheets) and practical AI tool application (e.g., prompting capabilities) are considered nice-to-haves. • 3+ years of experience in VoC, Customer Insights, Product Operations, or Analytics within the software industry, with strong written communication in English. Previous experience working at an AI company is a strong plus.
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.
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