Customer Experience (CX) Performance Specialist - Singapore

📋 Description

• • Plaud Inc. is at the forefront of developing the world's most trusted AI work companion, a revolutionary note-taking solution that has already garnered over 1,000,000 users since its inception in 2023. Our mission is to amplify human intelligence by building the next-generation intelligence infrastructure and interfaces. We are dedicated to capturing, extracting, and effectively utilizing everything you say, hear, see, and think. As a Delaware-incorporated, San Francisco-based company, we are pushing the boundaries of human-AI interaction through an innovative hardware-software combination. Our commitment to data security and privacy is paramount, underscored by our adherence to ISO 27001, ISO 27701, GDPR, SOC 2, HIPAA, and EN 18031 compliance standards.
• • We are seeking a highly motivated and detail-oriented Customer Experience (CX) Performance Specialist to join our dynamic team in Singapore. This role is pivotal in shaping and enhancing our customer experience by building and maintaining a robust Voice of the Customer (VoC) data infrastructure. You will be instrumental in transforming raw customer feedback into actionable insights that drive product improvements and operational excellence.
• • Your primary responsibility will be to design, develop, and maintain a centralized VoC data infrastructure. This involves seamlessly integrating various customer support systems, such as Zendesk, alongside review platforms and other direct feedback channels, into a unified, easily searchable repository. This consolidated data will serve as the single source of truth for understanding our customer base.
• • A key aspect of this role is building and automating data ingestion pipelines. You will leverage APIs and sophisticated workflow tools to ensure that customer data is reliably, securely, and in near real-time, available for analysis. This automation will be critical for maintaining the freshness and accuracy of our insights.
• • You will be responsible for developing and maintaining a structured VoC data model and a comprehensive metadata schema. This structured approach will be essential for enabling in-depth trend analysis, facilitating LLM-based tagging of feedback, and enabling powerful cross-channel search capabilities. The goal is to make complex customer data accessible and understandable.
• • Collaboration is at the heart of this role. You will partner closely with our Product, Support, Operations, and Engineering teams. Your work will directly contribute to operationalizing VoC insights by establishing efficient routing workflows, synchronizing issue tracking across systems, and implementing measurable follow-up mechanisms to ensure customer feedback leads to tangible improvements.
• • You will also own the day-to-day health and performance of our VoC systems. This includes diligently monitoring system performance, ensuring data accuracy, and verifying the reliability of our automation processes. Proactive identification and resolution of integration issues, along with continuous optimization for scalability, will be crucial for maintaining a high-performing CX data ecosystem.
• • This role offers a unique opportunity to work within a bootstrapped, rapidly growing, and profitable company that has achieved a $250M revenue run rate in just three years. You will be part of defining the next-generation paradigm for human-AI interaction and gain exposure to cutting-edge AI for professional tools.
• • You will play a direct role in our global expansion, working alongside passionate teammates who deeply value innovation, collaboration, and customer success. Plaud fosters a culture that champions continuous learning and offers accelerated career development opportunities. We provide market-competitive compensation, global exposure, and a vibrant, creativity-fueled work atmosphere where your contributions are recognized and valued.
• • The ideal candidate possesses a strong builder mindset with exceptional systems thinking capabilities. You should be adept at translating ambiguous operational needs into structured data models, robust automation logic, and scalable workflows. Hands-on experience in building and maintaining cross-platform automations using APIs, workflow tools like Zapier, and basic scripting is essential. You must be comfortable debugging integration failures and ensuring seamless data flow.
• • A working understanding of customer feedback ecosystems, including platforms like Zendesk/Intercom, app stores (Apple App Store, Google Play), e-commerce review sites, and community forums, is highly desirable. Awareness of potential data bias and context limitations within these ecosystems is also important.
• • Previous experience in Technical Operations, Data Infrastructure, Support Systems, or similar roles, with a proven track record of owning automation or integration projects, will set you apart. Excellent written communication skills in English are required, enabling you to clearly document system logic, taxonomy rules, and cross-functional workflow designs for various stakeholders.