Knowledge Management & Operations Lead - Singapore

Plaud; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading technology company in Singapore seeks a Knowledge Management & Customer Experience Specialist. The candidate will design and optimize an efficient knowledge ecosystem for a world-class customer experience. Key responsibilities include building FAQs, managing content lifecycle, and utilizing AI for customer support. The ideal candidate has 5 years of experience in knowledge management, strong writing skills, and proficiency in tools like Zendesk and Notion. Join a profitable company committed to innovation and customer satisfaction.

Benefits

Market-competitive compensation

Exposure to cutting-edge AI tools

Vibrant work atmosphere

Qualifications

• 5 years of experience in knowledge management or content operations.
• Experience in large Internet, SaaS, or consumer electronics companies preferred.
• Strong logical thinking with ability to structure complex information.

Responsibilities

• Optimize SOP for Customer Satisfaction Center and Support Training teams.
• Maintain FAQs and knowledge bases for self-service experiences.
• Leverage AI for content lifecycle governance and updates.

Skills

Knowledge management

Content operations

Logical thinking

Professional writing

AI experience

Knowledge management tools

Native English writing

Chinese verbal communication

Tools

Zendesk

Notion

Confluence

Job description

About the role

We are seeking an experienced Knowledge Management & Customer Experience Specialist to design, build, and continuously optimize a world‑class knowledge ecosystem that empowers global users through high‑efficiency self‑service and AI‑driven customer support. This role plays a critical part in shaping how knowledge is created, governed, and leveraged across Customer Satisfaction Centers, Support Training teams, and AI Customer Service systems.

What you will do

• Optimize industry‑leading SOP for Customer Satisfaction Center and Support Training teams.
• Build and maintain FAQs and knowledge bases to enable high‑efficient self‑service experience for global users.
• Provide and iterate knowledge base as the backbone for AI Customer Service system, powering intelligent Q&A and semantic search.
• Leverage AI and data analytics to establish content lifecycle governance standards to ensure efficient updates, clear structure, and traceability.

Skills, qualifications and experience we look for

• 5 years of experience in knowledge management, knowledge base architecture, or content operations.
• Practical knowledge management experience in large Internet, SaaS, or consumer electronics companies preferred.
• Strong logical thinking and the ability to structure complex information into clear, coherent knowledge outputs.
• Professional writing skills with a solid foundation in content clarity and accuracy.
• Out‑of‑the‑box thinking to build FAQ and SOP that delivers State‑of‑the‑Art customer satisfactions.
• Hands‑on experience with knowledge management tools such as Zendesk, Notion, and Confluence preferred.
• Native English writing skills for content creation and Chinese verbal communication proficiencies for work‑environment collaboration.
• Experience applying AI in knowledge management (e.g., semantic search/retrieval, automated Q&A, localization/translation) would be a plus.

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 SOC 2, HIPAA, GDPR, ISO27001, ISO27701, and EN18031 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 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.

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.