Customer Service Team Lead - Singapore

About Plaud

Plaud is developing an AI-powered companion designed to help professionals work smarter through note-taking and productivity tools. Since launching in 2023, the company has reached more than 2,000,000 users globally. Its goal is to create a new generation of intelligence tools that can capture and make use of what people say, hear, see, and think.

Plaud Inc. is incorporated in Delaware and based in San Francisco. The company combines hardware and software to push the limits of human-AI interaction, while maintaining strong standards for privacy and security through ISO 27001, ISO 27701, GDPR, SOC 2, HIPAA, and EN 18031 compliance.

Why Join Plaud

• Join a profitable, bootstrapped business that has reached a $250M revenue run rate in only three years.
• Help shape the next phase of human and AI collaboration.
• Work on advanced AI tools for professional use and contribute directly to international growth.
• Be part of a team that values creativity, teamwork, and customer success.
• Develop your career in a culture focused on continuous learning and rapid advancement.
• Receive competitive compensation, global exposure, and a dynamic work environment.

Role Overview

This position leads a small support team that handles sensitive and high-impact customer cases. The role requires strong judgment, cross-functional coordination, and the ability to turn recurring issues into process improvements.

Key Duties

• Supervise a team of 5 to 7 agents managing difficult cases such as refund disputes, delivery failures, and fraud-related issues.
• Take full ownership of escalated matters and make final decisions on complex cases that affect both cost and customer satisfaction.
• Serve as the main escalation contact and align policies with Sales, GTM, and Finance to keep resolution times short.
• Review refund and logistics patterns, then partner with Product, GTM, and Finance to fix root causes and communicate outcomes back to customers and frontline teams.
• Create and refine standard operating procedures for complex processes such as returns, claims, and exceptions to improve consistency and turnaround time.
• Conduct frequent case reviews, mentor team members, and uphold quality and accountability across every customer interaction.
• Facilitate monthly calibration meetings to keep quality standards consistent across the service team and BPO partners.

Skills and Experience

• Solid 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 cases.
• Ability to analyze service data and convert metrics into actionable insights.

What We Offer

• Employee Stock Ownership Plan (ESOP) with a direct stake in the company’s long-term success.
• A high-impact, fast-paced environment where ideas can directly influence AI productivity products.
• Access to advanced AI tools such as Cursor, GPT models, Gemini, Claude, and other frontier systems.
• Choice of premium laptops, powerful workstation setups, and Plaud devices for new hires.
• Annual offsites, team events, and a culture centered on ownership, craftsmanship, and speed.
• Medical insurance and WICA coverage for all full-time employees, along with broader health and financial protection benefits.

Additional Information

The company emphasizes strong data security, privacy protection, collaboration, and a fast-growth culture. The role is based in Singapore and is a full-time onsite position.