BPO Operations Lead - Singapore

Responsibilities

• Drive Daily Operations: Act as the main operational point of contact for our BPO partners, ensuring day-to-day frontline support runs smoothly and efficiently.
• Monitor Core Metrics: Keep a close eye on real-time and historical performance data, ensuring vendor teams consistently hit or exceed vital SLAs, CSAT, and AHT targets.
• Manage Escalations: Step in to resolve complex operational roadblocks and high-priority customer escalations that cross over between our BPO and internal teams.
• Align and Calibrate: Lead weekly syncs, QA calibrations, and training refreshers with BPO team leads to ensure they perfectly mirror Plaud's voice, culture, and product updates.
• Process Optimization: Continuously identify friction points in frontline workflows and collaborate with the BPO Manager to roll out better, faster support processes.

Requirements

• Solid Experience: 4 to 6 years of hands-on experience in customer support operations, ideally with a focus on leading, training, or coordinating outsourced teams.
• Operational Expertise: Deep understanding of contact center metrics, workforce management basics, and quality assurance principles.
• Analytical Mindset: Strong ability to read support dashboards, spot daily trends, and translate raw data into immediate, actionable operational tweaks.
• Exceptional Communicator: Clear, empathetic, and effective communication skills, essential for bridging the gap between internal stakeholders and external agents.
• Market Knowledge: A solid grasp of the APAC region and Singapore market dynamics to effectively support a diverse, global user base.
• Industry Background: Previous operations experience in consumer electronics, hardware-software integration, or high-growth AI startups.
• Tech Stack Fluency: Power-user proficiency with industry-standard CRM and ticketing platforms (like Zendesk), along with QA and data visualization tools.
• Training & QA Skills: Experience building out standard operating procedures (SOPs), knowledge base articles, or training modules for external teams.
• Adaptability: A proactive, roll-up-your-sleeves attitude, completely comfortable navigating the rapid changes and ambiguity of a booming tech company.
• Regional Languages: Fluency in a second language relevant to the broader APAC region is a fantastic bonus for calibrating QA and training across diverse BPO sites.

Additional Information

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 2,000,000 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 ISO 27001, ISO 27701, GDPR, SOC 2, 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 https://www.plaud.ai and follow along on Instagram, X, Facebook, Linkedin, and YouTube Why You Should Join Us 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 $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.

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