Customer Care Manager jobs in United Kingdom

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, along with what we have achieved, as shared below.
• 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 400,000 devices shipped globally since November 2023, with users engaging for an average of 30 hours per month to enhance productivity.
• New Initiatives: Expanding from consumer-focused products to industry-specific solutions and enterprise-level services.
• Loved by Professionals: Our products are trusted by professionals in sectors such as healthcare and sales, where conversations drive success.
  
  

About The Role

We are seeking a Senior Customer Service Specialist to join our international operations team. This role focuses on resolving escalated cross-border customer issues (refunds, delivery disputes, platform cases), contributing to service QA audits, and supporting our outsourced Tier 1 team (Philippines). Candidates with people management experience will be prioritized.

What You Will Do

• Handle escalated complex service issues on Amazon, DTC, and TikTok platforms
• Collaborate with logistics, finance, and supply chain teams to close the loop on complaints
• Participate in regular QA reviews and contribute to service improvements
• Support and guide the Philippines-based Tier 1 agents in daily case handling
• Assist in knowledge base management and SOP documentation
  
  

What You Will Bring

• 1-5 years in customer service, preferably with cross-border or platform experience
• Strong command of Zendesk or equivalent CRM tools
• Excellent English communication skills and cross-functional collaboration abilities
• Management or mentoring experience is a plus
• Bonus: Fluency in Chinese (spoken and written)