Customer Support Specialist - Singapore

Plaud; Singapore; On-site; SGD 65,000 - 95,000; Full time

Benefits offered by this job

ESOP ownership

High-impact environment

AI productivity tools

Top-spec equipment

Team & culture

Medical & insurance coverage

Job summary

Plaud Inc. is seeking a customer support specialist to manage complex escalated cases (T2) end-to-end. You will own at least one operational domain and collaborate with logistics, finance, and product teams to deliver clear, timely outcomes.

Role emphasizes high throughput, rigorous SOPs, and using AI-assisted tools to maintain productivity while applying human judgment for high-stakes issues.

Qualifications

• 1–3 years of customer service experience handling complex or escalated cases.
• C1-or-above written English: able to draft clear, professional responses in high-stakes situations.
• Proven ability to own a process or domain end-to-end including documentation and anomaly flagging.
• Comfortable operating at sustained high throughput (50+ tickets per day).
• Strong cross-functional communication with internal teams (logistics, finance, product).

Responsibilities

• Handle complex escalated customer cases end-to-end within First Reply and Full Resolution SLA targets.
• Own at least one T2 operational domain (e.g. refunds, logistics, device lock/unbinding, or fraud) and maintain its SOP.
• Collaborate with logistics, finance, and product teams to resolve escalations and surface clear outcomes.
• Benchmark Plaud's resolution quality against industry leaders and propose SOP improvements.
• Use AI-assisted tools for productivity while applying human judgment for complex cases.

Skills

Customer service

English — written (C1+)

Ownership of process/domain

High throughput support

Cross-functional communication

Tools

Zendesk

Job description

About Plaud Inc.

Plaud is building the real-world AI interface for professionals to amplify intelligence, elevate productivity and performance, loved by over 3,000,000 users across 170+ countries and regions since 2023. With a mission to amplify human intelligence, Plaud captures, structures, and compounds the intelligence generated in conversations — so humans can think better, decide faster, and execute with clarity.

Plaud Inc. is a Delaware-incorporated, San Francisco-based company. With ISO 27001, ISO 27701, GDPR, SOC 2 Type II, 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 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 $300M 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

• Handle complex escalated customer cases (T2) end-to-end - from initial triage through to full resolution - within First Reply and Full Resolution SLA targets, using sound judgment on cases that T1 tooling and AI-assisted handling could not resolve.
• Own at least one T2 operational domain (e.g. refunds, logistics, device lock/unbinding, or fraud): maintain its SOP, monitor for anomalies, and surface patterns or systemic issues to the team and relevant internal stakeholders.
• Collaborate cross-functionally with logistics, finance, and product teams to resolve cases that require internal escalation or policy decisions, ensuring the customer receives a clear, accurate, and timely outcome.
• Pursue SOTA in T2 support quality: Benchmark Plaud's resolution quality and response practices against industry-leading support operations (e.g. Apple support); identify gaps in current SOPs and propose improvements that reduce repeat escalations or handling time.
• Use AI-assisted tools (suggested replies, auto-classification, macro libraries) to the fullest to maintain throughput at target productivity, while applying human judgment where AI output is insufficient for the complexity of the case.

Skills, qualifications and experience we look for

• 1 - 3 years of customer service experience with demonstrated ability to handle complex or escalated cases independently, not just high-volume T1 ticket-closing.
• C1-or-above written English: able to draft clear, professional, and empathetic responses to customers in high-stakes situations (disputes, refund denials, account issues) without supervisory review of language.
• Proven ability to own a process or domain end-to-end — not just execute tasks — including maintaining documentation and flagging anomalies without being prompted.
• Comfortable operating at sustained high throughput (50+ tickets per working day) without a drop in resolution quality or customer communication standard.
• Strong cross-functional communication: able to coordinate with internal teams (logistics, finance, product) to drive case closure, not just relay information.

Preferred Qualitifications

• Experience with Zendesk or a comparable ticketing platform (trainable to working fluency in approximately two weeks if not already held).
• Prior exposure to a T2 or escalation-tier support function, or to a domain with high-stakes customer outcomes (refunds, fraud, account recovery, device/hardware issues).
• Experience in a consumer hardware or subscription Saas support environment where resolving cases requires product knowledge depth (e.g. account/subscription management,refund and return management)-not just policy lookup.

What we offer

• 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 Gemini, Claude Code, 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.

Disclaimer: Plaud is and will continue to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristics.