Customer Service Team Lead

About the Company

Plaud is creating a trusted AI-powered work companion designed to help professionals work smarter through note-taking and productivity tools. Since launching in 2023, the product has been used by more than 2,000,000 people globally. The company’s broader mission is to strengthen human intelligence by building a new generation of systems and interfaces that can capture and make use of what people say, hear, see, and think.

Plaud Inc. is incorporated in Delaware and operates from San Francisco. It combines hardware and software to advance human-AI interaction, and it places strong emphasis on data protection and privacy. The organization follows standards and frameworks including ISO 27001, ISO 27701, GDPR, SOC 2, HIPAA, and EN 18031.

Why This Role May Appeal to You

• Join a fast-scaling, profitable business that has reached a $250M revenue run rate in only three years.
• Help shape the next stage of human-AI interaction.
• Work on advanced AI products and contribute directly to global growth.
• Collaborate with a motivated team that values innovation, teamwork, and customer outcomes.
• Build your career in an environment focused on learning and rapid growth.
• Enjoy competitive compensation, international exposure, and an energetic, creative workplace.

Role Overview

This position leads a customer service team that handles complex and high-risk cases. The role requires strong ownership over escalations, cross-functional coordination, process improvement, and quality control. The selected candidate will manage both frontline team performance and the resolution of sensitive customer issues that affect cost, operations, and customer satisfaction.

Key Responsibilities

• Manage a team of 5 to 7 customer service agents who work on demanding cases such as refund disputes, logistics problems, and fraud-related issues.
• Take charge of escalated cases from start to finish and make final calls on complicated matters that influence expense and customer experience.
• Serve as the main escalation contact and coordinate policy alignment with Sales, GTM, and Finance teams so issues are resolved quickly.
• Review patterns in refunds and logistics, then partner with Product, GTM, and Finance to implement fixes and share learnings with customers and frontline staff.
• Create and refine SOPs for complex processes including returns, claims, and exceptions to improve consistency and turnaround time.
• Conduct regular case audits, coach team members, and maintain high standards for quality and accountability across all interactions.
• Facilitate monthly calibration sessions to keep service quality aligned across the support team and BPO partners.

Skills and Experience Needed

• Demonstrated experience leading a team of at least 5 people in a fast-moving work environment.
• Strong background in service recovery and escalation handling, especially across refunds, logistics, and fraud-related cases.
• Good analytical ability with the capacity to interpret service metrics and turn them into actionable insights.

What the Company Offers

• An employee stock ownership plan that gives employees a meaningful stake in the company’s future.
• A high-impact, fast-paced setting where ideas can directly influence the future of AI productivity.
• Access to advanced productivity tools, including Cursor, GPT models, Gemini, Claude, and other leading AI systems.
• Choice of premium laptops, high-performance workstation setups, and Plaud devices for new hires.
• Company offsites, team events, and a culture centered on craftsmanship, ownership, and speed.
• Medical insurance and WICA coverage for full-time employees, supporting financial protection, health, and long-term wellbeing.

Additional Information

This opportunity is based in Singapore and is a full-time, onsite position. No internship duration, start date, salary, stipend, or number of openings was specified in the source material.