Plaud - Service Trainer - Singapore
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Responsibilities
• Deliver training programs for Customer Satisfaction Center (BPO and in-house agents): new hire, product/feature updates, and refreshers to ensure consistent coverage and quality. • Create and maintain training content: turn workflows, policies, and product capabilities into practical learning assets (SOPs, playbooks, scenarios, quizzes, case library) and publish reusable knowledge base articles. • Support continuous improvement: Work with QA, Knowledge, and CS Ops to incorporate common defects, escalations, and VOC themes into monthly training plans and update materials after process or product changes. • Track training completion and proficiency (attendance, quiz/pass rates, nesting outcomes, key QA findings) and flag recurring gaps with clear recommendations • Enable AI-supported support workflows: train frontline teams on AI tools (assistants, semantic search, auto Q&A, translation/localization), track adoption and usage quality, and report impact indicators. • Skills, qualifications and experience we look for • Experience: over 2 years in service training / support enablement / knowledge ops in BPO, SaaS, internet, or tech environments; working knowledge of CSAT, QA, repeat contact rate. • Training + communication: Able to turn complex product/process (including AI features) into clear training materials, role plays, and agent-ready scripts. • Documentation: Strong at creating and maintaining SOPs, playbooks, and modular learning assets as workflows evolve. • AI Tools: practical user of AI tools (KB/semantic search, assistants, auto Q&A, translation) to improve usability and adoption. • Education: Bachelor’s degree or above (Education, Linguistics, Communication, Information/Knowledge Management, Library Science, or related). QS Top 500 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. • 1. Meaningful Ownership An Employee Stock Ownership Plan (ESOP) that gives a real stake in Plaud’s long-term success. • 2. High-Impact Environment Work in a fast-moving, product-driven environment where your ideas directly shape the future of AI productivity. • 3. 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. • 4. Best-in-Class Equipment Choice of top-spec laptops, high-performance workstation setups, and cutting-edge Plaud devices for all new hires. • 5. Team & Culture Annual company offsites, team events, and a culture that values craftsmanship, ownership, and velocity.
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