Customer Support Specialist - Singapore

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.

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.

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  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.

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  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.

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  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.

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  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.

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  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.

• 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.

• 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.