Customer Service Specialist

About Plaud AiPLAUD AI is a pioneering AI-native hardware and software company that turns meetings and conversations into actionable insights with AI devices like PLAUD NOTE and PLAUD NotePin. By recording, transcribing, and summarizing real-life conversations, our solutions boost productivity and save time. Designed for precision and flexibility, whether in meetings or on the go, our products empower you to focus on creative, high-value work while AI handles the details. We are a growing global team of hardware and software experts seeking advanced AI innovations that integrate with real-life user scenarios.

Our newly established headquarters in San Francisco will collaborate with our teams in Shenzhen, Beijing, and Tokyo to extend AI benefits to users globally. Visit https: //www. plaud. ai to learn more. WHY JOIN USJoin a skyrocketing team where your impact drives success and your career reaches new heights, along with what we have achieved, as shared below. Global Leadership: Positioned uniquely to lead the future of work by leveraging innovative AI-driven devices and solutions. Founded in December 2021: Bootstrapped, profitable, and experiencing explosive growth. 10x Revenue Growth:

Achieved 10x revenue growth for two consecutive years, reaching a $100 million run rate, with expectations for even greater expansion in 2025. Proven Product-Market Fit: Over 400,000 devices shipped globally since November 2023, with users engaging for an average of 30 hours per month to enhance productivity. New Initiatives: Expanding from consumer-focused products to industry-specific solutions and enterprise-level services. Loved by Professionals: Our products are trusted by professionals in sectors such as healthcare and sales, where conversations drive success. About The RoleWe are seeking a Senior Customer Service Specialist to join our international operations team.

This role focuses on resolving escalated cross-border customer issues (refunds, delivery disputes, platform cases), contributing to service QA audits, and supporting our outsourced Tier 1 team (Philippines). Candidates with people management experience will be prioritized.

What You Will DoHandle escalated complex service issues on Amazon, DTC, and TikTok platformsCollaborate with logistics, finance, and supply chain teams to close the loop on complaintsParticipate in regular QA reviews and contribute to service improvementsSupport and guide the Philippines-based Tier 1 agents in daily case handlingAssist in knowledge base management and SOP documentationWhat You Will Bring1-5 years in customer service, preferably with cross-border or platform experienceStrong command of Zendesk or equivalent CRM toolsExcellent English communication skills and cross-functional collaboration abilitiesManagement or mentoring experience is a plusBonus: Fluency in Chinese (spoken and written)