Global Service Operations Manager – Singapore

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

Job summary

A leading AI hardware and software company is seeking a Global Operations Manager in Singapore to optimize customer service operations and lead a user-centric support team. You will define global targets, manage service quality, and ensure compliance while driving a culture of excellence. The ideal candidate has significant experience in customer service management, with expertise in operational efficiency and team leadership.

Qualifications

• 5+ years in customer service or support management.
• 2+ years managing global or regional teams.
• Fluent in English with excellent communication skills.

Responsibilities

• Define operational targets for the Satisfaction Center.
• Build and lead a real-time support team in Singapore.
• Ensure service consistency and user journey integration.

Skills

Customer service management

Cross-cultural communication

Data-driven decision making

Experience with service platforms

Tools

Zendesk

Salesforce Service Cloud

Intercom

Job description

ABOUT PLAUD AI

PLAUD AI is a pioneering AI-native hardware and software company that turns meetings and conversations into actionable insights with AI devices like PLAUD NOTE and PLAUD NotePin. By recording, transcribing, and summarizing real-life conversations, our solutions boost productivity and save time. Designed for precision and flexibility, whether in meetings or on the go, our products empower you to focus on creative, high-value work while AI handles the details.

We are a growing global team of hardware and software experts seeking advanced AI innovations that integrate with real-life user scenarios. Our newly established headquarters in San Francisco will collaborate with our teams in Shenzhen, Beijing, and Tokyo to extend AI benefits to users globally.

Visit https://www.plaud.ai to learn more.

WHY JOIN US

• Join a skyrocketing team where your impact drives success and your career reaches new heights.
• Global Leadership: Positioned uniquely to lead the future of work by leveraging innovative AI-driven devices and solutions.
• Founded in December 2021: Bootstrapped, profitable, and experiencing explosive growth.
• 10x Revenue Growth: Achieved 10x revenue growth for two consecutive years, reaching a $100 million run rate, with expectations for even greater expansion in 2025.
• Proven Product-Market Fit: Over 700,000 devices shipped globally since November 2023, with users engaging for an average of 30 hours per month.
• New Initiatives: Expanding from consumer-focused products to industry-specific solutions and enterprise services.
• Loved by Professionals: Trusted by professionals in healthcare, sales, and other conversation-driven industries.

WHAT YOU WILL DO

Global Operations Management

• Define and implement global operational targets for the Satisfaction Center, including CSAT, FRT, TTR, and first contact resolution.
• Build and continuously optimize workforce planning, scheduling mechanisms, and queue management systems to ensure efficient coverage across North America and Europe.
• Lead daily service operations, managing vendor delivery quality and operational efficiency with our Philippines BPO partners through regular reviews and audits.

Team Leadership & Development

• Build and lead a real-time support team (Live Chat / Voice / Email) based in Singapore with a global mindset and user-centric service culture.
• Develop annual team strategy and goals aligned with overall brand service strategy.
• Empower team members with performance clarity, coaching, and professional development.

Cross-Functional Collaboration & Experience Excellence

• Work closely with the China-based Senior Manager of Customer Experience to drive global service consistency and knowledge base development.
• Partner with VOC, QA, and training teams to continuously refine service processes, scripts, and scenarios.
• Ensure seamless user journey integration across BPO and HQ to deliver a “Haidilao-level” delight experience.

Standardization & Compliance

• Establish standardized service SOPs that ensure compliance with PDPA, GDPR, and internal data governance policies.
• Conduct regular vendor evaluations to ensure quality consistency with PLAUD’s brand value.
• Support the global rollout of support standards across languages and regions.

WHAT YOU WILL BRING

Must-Haves

• 5+ years in customer service or support management, including 2+ years managing global or regional teams.
• Strong hands-on experience managing real-time service channels (Live Chat / Voice), with multi-channel support operations.
• Fluent in English; excellent cross-cultural communication skills.
• Advanced proficiency in Zendesk, Intercom, Salesforce Service Cloud, or equivalent platforms.
• Analytical and data-driven, with a strong focus on metrics-based decision-making and process improvement.

Great to Have

• Experience in global customer service delivery for fast-growing consumer electronics, AI, or hardware brands.
• Background in Apple-style or high-touch customer service environments.
• Familiarity with support automation tools and AI-enhanced service operations.