Senior Customer Service Specialist - Singapore

Responsibilities

• Deliver T2 Support: Take ownership of complex escalations from our frontline team, investigating and resolving advanced technical and account issues.
• Investigate and Troubleshoot: Deep-dive into technical anomalies, replicate user bugs, and work directly with engineering teams to deploy rapid, effective solutions.
• Craft Exceptional Experiences: Provide empathetic, clear, and comprehensive responses that turn frustrating user moments into moments of delight.
• Optimize Workflows: Identify emerging trends in customer inquiries to proactively update our knowledge base and streamline our T2 support processes.
• Uplift the Team: Mentor and guide Tier 1 specialists, sharing your technical knowledge and best practices to elevate the overall quality of our service.

Requirements

• Solid Experience: Approximately 5 years of proven experience in customer support, technical support, or user operations.
• T2 Expertise: A strong, demonstrated track record of independently diagnosing and resolving complex, escalated customer issues.
• Market Knowledge: A solid understanding of the Singapore market, equipped with the cultural awareness needed to serve a diverse regional user base.
• Exceptional Communicator: Flawless written and verbal communication skills, with the unique ability to explain complex technical concepts in plain, friendly language.
• Problem-Solving Mindset: Highly analytical, detail-oriented, and driven by a genuine passion for troubleshooting and helping people.
• Industry Background: Prior experience working in Software as a Service (SaaS), Artificial Intelligence, or high-growth tech startups.
• Tech Stack Fluency: Proficiency with industry-standard support platforms (e.g., Zendesk, Intercom, Salesforce) and ticketing systems (e.g., Jira).
• Data-Driven: Experience looking at support metrics or ticket data to identify bottlenecks and suggest customer experience (CX) improvements.
• Adaptability: A proactive, resilient attitude with a high comfort level navigating ambiguity in a fast-paced, rapidly evolving tech landscape.
• Regional Languages: Fluency in a second language relevant to the broader APAC region is a fantastic bonus for interacting with our diverse users.

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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