Customer Operations Specialist (Marketplace) - Singapore

PLAUD AI INC.

Job Overview

Location

Singapore

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Operations Specialist for Plaud's Marketplace, you will be the primary point of contact for our valued customers across key e-commerce platforms, including Amazon, Shopee, and Lazada. Your role is pivotal in ensuring a seamless and positive customer experience, directly impacting our brand reputation and operational efficiency. You will be instrumental in managing all facets of customer interaction, from initial inquiries to post-purchase support, ensuring every customer feels heard, understood, and valued.
• You will own the end-to-end customer communication lifecycle within the marketplace environment. This involves proactively addressing pre-sale questions to guide potential customers and empathetically handling post-sale inquiries to resolve any issues they may encounter. Your communication must consistently align with Plaud's brand voice, delivering clear, concise, and helpful information across all written interactions.
• A significant part of your responsibility will be diagnosing and resolving technical issues related to our innovative hardware and software products. You will develop and implement structured written guidance to help customers troubleshoot common concerns. This proactive approach aims to empower users to resolve issues independently, thereby minimizing unnecessary product returns and reducing the need for escalations to higher support tiers.
• Safeguarding our marketplace health metrics is a critical objective. You will meticulously handle customer disputes, feedback, and unique edge cases. Your careful management of these situations will be crucial in protecting key account metrics such as defect rates, dispute rates, and the overall impact of customer reviews on our platform performance.
• You will actively manage customer reviews and monitor overall customer sentiment. This includes engaging with dissatisfied customers within platform guidelines to de-escalate situations and mitigate potential reputational damage. Your efforts will contribute to maintaining a positive online presence and fostering customer loyalty.
• A core function of this role is to capture and structure valuable Voice of Customer (VoC) insights. You will meticulously tag return reasons and identify recurring friction points experienced by our users. This detailed analysis will help distinguish between issues stemming from product design, logistics, user education, or platform-specific challenges, providing actionable feedback to relevant internal teams.
• You will be expected to develop a deep understanding of Plaud's products, their functionalities, and common user scenarios. This knowledge will enable you to provide accurate and effective support, anticipating customer needs and offering solutions that enhance their overall experience with our AI work companion.
• Collaborating with cross-functional teams, including product, engineering, and logistics, will be essential. You will act as a conduit for customer feedback, translating user experiences and pain points into actionable insights that drive product improvements and operational enhancements.
• Maintaining up-to-date knowledge of marketplace policies, best practices, and platform updates is crucial. You will ensure all customer interactions and operational processes adhere to these guidelines, preventing policy violations and optimizing our presence on platforms like Amazon, Shopee, and Lazada.
• This role requires a proactive and self-motivated individual who can manage their workload effectively, prioritize tasks, and maintain a high level of performance, especially during peak sales periods or when facing high ticket volumes. Your resilience and commitment to quality will be key to success.
• You will contribute to building Plaud's reputation as a company that prioritizes customer satisfaction and provides exceptional support, reinforcing our mission to amplify human intelligence through trusted AI solutions.
• By effectively managing customer operations on our marketplaces, you will play a direct role in our global expansion and contribute to the continued growth and success of Plaud Inc.

🎯 Requirements

• Prior experience supporting customers within Amazon Seller Central and/or Southeast Asian marketplaces (e.g., Shopee, Lazada), with a strong understanding of platform policies and key performance metrics.
• Demonstrated technical aptitude, with experience supporting consumer electronics or hardware products, and the ability to translate complex technical instructions into simple, user-friendly guidance.
• Exceptional written English communication skills, characterized by clarity, empathy, grammatical precision, and a professional tone suitable for customer-facing interactions.
• Proven ability in structured problem-solving, with the capacity to independently diagnose issues, differentiate root causes, and apply sound judgment beyond scripted responses.
• A high degree of ownership, resilience, and the ability to perform effectively under pressure, particularly during peak sales periods or when managing high volumes of customer inquiries.

🏖️ Benefits

• Market-competitive compensation package designed to reward your contributions and expertise.
• Opportunity to gain global exposure by working with a rapidly growing international company at the forefront of AI innovation.
• Be part of a vibrant, creativity-fueled work atmosphere with passionate teammates dedicated to innovation, collaboration, and customer success.
• Continuous learning and fast career development opportunities within a culture that champions professional growth.
• Exposure to cutting-edge AI for professional tools and a direct role in shaping the future of human-AI interaction.

Skills & Technologies

Onsite

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PLAUD AI INC.

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About PLAUD AI INC.

PLAUD AI INC. builds AI-powered voice and note-taking hardware. Its flagship Plaud Note records phone calls and meetings, transcribes them in real time, and generates summaries using GPT-4o. The credit-card-sized device attaches to iPhone or Android, stores encrypted audio locally or in the cloud, and integrates with Notion, Slack, and Google Docs. Founded in 2023 and based in San Francisco, the company sells direct to consumers and enterprises through plaud.ai, offering subscription plans for advanced AI features and multi-language support.

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