BPO Team Lead - Singapore

PLAUD PTE. LTD.; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading AI technology company in Singapore is seeking a professional to oversee customer service operations. The ideal candidate will have 5-10 years of experience in BPO management and strong analytical skills. Responsibilities include managing offshore vendors, fostering relationships with partners, and collaborating with cross-functional teams to improve performance. This role offers a vibrant work culture with opportunities for career growth and market-competitive compensation.

Benefits

Market-competitive compensation

Global exposure

Continuous learning culture

Qualifications

• 5-10 years of experience in customer service operations or BPO management.
• Hands-on experience managing offshore BPO vendors.
• Strong analytical skills and problem-solving abilities.

Responsibilities

• Own operations with BPO partners to meet performance standards.
• Build relationships with BPO leadership teams and drive alignment.
• Collaborate with Product, QA, and Engineering to enhance effectiveness.

Skills

Customer service operations

BPO management

Analytical skills

Problem-solving skills

Stakeholder management

Job description

About Plaud Inc.

Plaud is building the world's most trusted AI work companion for professionals to elevate productivity and performance through note-taking solutions, loved by over 1,000,000 users worldwide since 2023. With a mission to amplify human intelligence, Plaud is building the next-generation intelligence infrastructure and interfaces to capture, extract, and utilize what you say, hear, see, and think.

Plaud Inc. is a Delaware-incorporated, San Francisco-based company pushing the boundary of human–AI intelligence through a hardware–software combination. With ISO 27001, ISO 27701, GDPR, SOC 2, HIPAA, and EN 18031 compliance, Plaud is committed to the highest standards of data security and privacy protection.

To learn more about Plaud, please visit https://www.plaud.ai and follow along on Instagram, X, Facebook, LinkedIn, and YouTube.

Why You Should Join Us

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.

WHAT YOU WILL DO

Key Responsibilities

1. Own day-to-day operations with overseas BPO partners to ensure performance meets SLAs, quality standards, and customer satisfaction goals.
2. Build strong relationships with BPO leadership teams, driving operational alignment, business reviews, and continuous improvement initiatives.
3. Collaborate with Product, QA, Training, and Engineering to roll out new policies, workflows, and tools that enhance support effectiveness.
4. Use data and performance analytics to identify trends, elevate risks, and implement process improvements.
5. Ensure operational compliance with company policies, data protection standards, and local/regional regulations.

Minimum Qualifications

• 5-10 years of experience in customer service operations, BPO management, or contact center leadership—preferably supporting global markets.
• Hands-on experience managing offshore BPO vendors or outsourced support teams.
• Strong analytical and problem-solving skills with comfort working in a fast-paced, evolving tech environment.
• Excellent communication and stakeholder-management skills across internal and external teams.
• Knowledge of customer support metrics, workforce planning fundamentals, and quality frameworks.

Preferred Qualifications

• Experience working in high-growth tech, AI, SaaS, or digital consumer product environments.
• Proven track record in scaling multi-site or multi-channel support operations (e.g., voice, email, chat).
• Familiarity with CRM systems, QA tools, WFM platforms, and data dashboards.
• Exposure to process-improvement methodologies such as Lean, Six Sigma, or similar.
• Ability to navigate ambiguity, lead change, and drive continuous improvement with vendor partners.