Customer Support Specialist (T2 Escalations) - Singapore

About the role

Plaud, a San Francisco-based AI company serving over 3 million users worldwide, is hiring a Customer Support Specialist in Singapore. The role handles complex escalated cases (T2) end-to-end, from initial triage to full resolution, within First Reply and Full Resolution SLA targets.

Key responsibilities

• Resolve complex escalated cases independently, using judgment on cases that T1 tooling and AI assistance cannot handle.
• Own at least one T2 operational domain (e.g. refunds, logistics, device lock/unbinding, fraud): maintain its SOP, monitor for anomalies and surface patterns to the team and stakeholders.
• Collaborate with logistics, finance and product teams on cases requiring internal escalation or policy decisions.
• Benchmark resolution quality and response practices against industry leaders, identify SOP gaps and propose improvements.
• Use AI-assisted tools such as suggested replies, auto-classification and macro libraries to maintain target throughput, applying human judgment when needed.

Required profile

• 1-3 years of customer service experience, including independent handling of complex or escalated cases.
• C1 or above written English, able to write clear, professional and empathetic responses without supervisory review.
• Ability to own a process or domain end-to-end, including maintaining documentation and flagging anomalies.
• Comfortable sustaining high throughput (50+ tickets per working day) without dropping quality.
• Strong cross-functional communication with logistics, finance and product teams.

Preferred qualifications

• Experience with Zendesk or a comparable ticketing platform.
• Prior exposure to T2 or escalation-tier support, or to domains with high-stakes outcomes (refunds, fraud, account recovery, device issues).
• Consumer hardware or subscription SaaS support experience.

What we offer

• An employee stock ownership plan (ESOP).
• Access to AI tools such as Gemini and Claude Code.
• Top-spec laptops, workstation setups and Plaud devices for new hires.
• Annual offsites, team events and medical insurance and WICA coverage for full-time employees.