CX Trainer & Quality Enablement Specialist - Singapore

Plaud Inc.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Benefits offered by this job

Meaningful Ownership (ESOP)

High-Impact Environment

Cutting-Edge AI Tools for Productivity

Best-in-Class Equipment

Team & Culture

Medical & Insurance Coverage

Job summary

Plaud Inc. is hiring to design and run the per-agent assessment system and deliver comprehensive frontline training for outsourced and internal CS teams in Singapore. You will iteratively improve training materials, SOPs, and questions while leveraging AI copilots and production data.

You will work closely with teams implementing daily training loops, ensuring alignment with live product processes and performance metrics, in a rapidly growing environment.

Qualifications

• Demonstrable experience training frontline customer service agents in a BPO or outsourced environment.
• Real frontline customer service exposure on email, live chat, or phone
• Near-native spoken and written English for engaging training and SOP authoring
• AI as part of daily production to draft, organize, and design materials
• Understands frontline pressures and translates those insights into training scenarios and SOPs

Responsibilities

• Design, build, and operate the per-agent assessment system with a live, evolving question bank
• Deliver new-hire, in-role, and new-product training to outsourced frontline teams and the in-house CS team
• Sample and review tickets to feed findings back into material and question design
• Author, revise, and maintain training material and CSC SOPs and ensure consistency
• Use AI to draft material, generate questions, organize SOPs, and train agents on AI copilots

Skills

Frontline training

Customer service

English proficiency

AI tooling

SOP authoring

Tools

Google Forms

Typeform

LMS

Automation (scripting)

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 2,500,000 users worldwide 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 pushing the boundary of human-AI intelligence through a hardware-software combination. With full ISO 27001, ISO 27701, SOC 2, GDPR, EN18031, and HIPAA compliances, 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 $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

• Design, build, and operate the per-agent assessment system: a question bank drawn from real tickets and QA loss points, weekly update-to-question pipeline, defined pass line, and per-agent result tracking - shipped within 90 days and maintained as a live system thereafter.




• Deliver new-hire, in-role, and new-product training to outsourced frontline agent teams and the in-house CS team; run a daily feedback loop during new-hire cohorts and iterate material before the next session.




• Sample and review tickets of agents trained under this seat (formative, not summative) to close the train-deploy-verify loop and feed findings directly back into material and question design - benchmarking training quality against what actually happens in production.




• Author, revise, and maintain training material and CSC SOPs as one of the shared editors; reflect significant process changes within three working days; keep training content and SOP consistent with each other and with the live product.




• Use AI actively in daily production - drafting material, generating and marking questions, organising SOPs - and train agents on how to work with the AI copilot: when to trust a suggestion, how to verify it, what never to send unreviewed, and how to handle a customer who has already been through an AI interaction.

Skills, qualifications and experience we look for

• Demonstrable experience training frontline customer service agents in a BPO or outsourced environment - has stood in front of a BPO floor and knows what frontline agents actually want to hear, how much theory they will tolerate, and what makes them switch off. Not interchangeable with corporate L&D or soft-skills training experience.




• Real frontline customer service exposure - has handled email, live chat, or phone tickets, or has worked alongside those queues closely enough to speak credibly about them in training.




• Near-native spoken and written English: natural, warm, and engaging in front of a room; able to author SOPs and material that agents can retrieve and act on without interpretation. Assessed in the live teaching demo and written exercise.




• AI as part of daily production at two levels: (1) routine use to draft and organise training material, SOPs, and questions; (2) able to design and actually implement the assessment system - question bank, delivery to frontline agents, per-agent result tracking - on existing tools (Google Forms, Typeform, an LMS, a spreadsheet-plus-automation setup) or something assembled independently. Ships their own tooling rather than waiting for it.




• Understands the frontline’s real pressures - how agents behave under a heavy queue, common shortcuts, why an agent bypasses an SOP they know exists - and builds that into scenarios rather than book-correct questions.

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 and 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.