Customer Support Specialist - Singapore

The role

The Customer Support Specialist will handle complex escalated customer cases end-to-end. You will own an operational domain and collaborate cross-functionally with logistics, finance, and product teams to resolve issues.

What you will do

• Handle complex escalated customer cases end-to-end within SLA targets.
• Own at least one T2 operational domain such as refunds, logistics, device lock/unbinding, or fraud.
• Maintain SOPs and monitor for anomalies or systemic issues.
• Collaborate cross-functionally with logistics, finance, and product teams.
• Benchmark resolution quality against industry-leading support operations.
• Identify gaps in current SOPs and propose improvements.
• Use AI-assisted tools to maintain target productivity.

Required qualifications

• 1 - 3 years of customer service experience handling complex or escalated cases independently.
• C1-or-above written English.
• Proven ability to own a process or domain end-to-end.
• Comfortable operating at sustained high throughput of 50+ tickets per working day.
• Strong cross-functional communication skills.

Nice to have

• Experience with Zendesk or a comparable ticketing platform.
• Prior exposure to a T2 or escalation-tier support function, or to a domain with high-stakes customer outcomes.
• Experience in a consumer hardware or subscription Saas support environment.

Benefits

• Employee Stock Ownership Plan (ESOP)
• Access to best-in-class AI tools including Gemini and Claude Code
• Choice of top-spec laptops, high-performance workstation setups, and cutting-edge Plaud devices
• Annual company offsites and team events
• Medical insurance
• WICA coverage for all full-time employees

About the company

Plaud is a Delaware-incorporated, San Francisco-based company building the real-world AI interface for professionals. It has over 3,000,000 users across 170+ countries and regions.