About Plaud Inc. Plaud is building the world's most trusted AI work companion for professionals to elevate productivity and performance through note-taking solutions, loved by over 2,000,000 users worldwide since 2023. With a mission to amplify human intelligence, Plaud is building the next-generation intelligence infrastructure and interfaces to capture, extract, and utilize what you say, hear, see, and think. Plaud Inc. is a Delaware-incorporated, San Francisco-based company pushing the boundary of human–AI intelligence through a hardware–software combination. With ISO 27001, ISO 27701, GDPR, SOC 2, HIPAA, and EN 18031 compliance, Plaud is committed to the highest standards of data security and privacy protection. To learn more about Plaud, please visit https://www.plaud.ai and follow along on Instagram, X, Facebook, Linkedin, and YouTube   Why You Should Join Us Plaud is building the next generation intelligence infrastructure and interfaces to capture, extract, and utilize intelligence from what people say, hear, see, and think. * Plaud is a bootstrapped, skyrocketing, profitable company with a $250M revenue run rate achieved in just three years. * Define the next-gen paradigm for human-AI interaction. * Gain exposure to cutting-edge AI for Pro tools and play a direct role in our global expansion. * Work with passionate teammates who value innovation, collaboration, and customer success. * Grow your career in a culture that champions continuous learning and fast career development. * Market-competitive compensation, global exposure, and a vibrant, creativity-fueled work atmosphere. What you will do * Lead a team of 5–7 agents handling high-risk customer cases (refund disputes, logistics failures, fraud). * Own escalations end-to-end, making final decisions on complex cases that impact cost and customer experience. * Act as the primary point of escalation and policy alignment with Sales, GTM, and Finance to maintain fast resolution times. * Analyze refund and logistics trends, and drive fixes with Product, GTM, and Finance to prevent repeat issues — closing the loop back to customers and frontline teams. * Build and standardize SOPs for the most complex workflows (returns, claims, exceptions) to improve speed and consistency. * Run regular case reviews, coach team members, and enforce quality and accountability across all service interactions. * Run monthly case calibration sessions to align quality standards across service team and BPO partners.   Skills, qualifications and experience we look for * Proven track record of managing a team of 5+ in a fast-paced environment. * Deep expertise in Service Recovery and escalation management (Refunds, Logistics, Fraud). * Strong data analytical skills to derive insights from service metrics. What we offer * Meaningful Ownership An Employee Stock Ownership Plan (ESOP) that gives a real stake in Plaud’s long-term success. * High-Impact Environment Work in a fast-moving, product-driven environment where your ideas directly shape the future of AI productivity. * Cutting-Edge AI Tools for Productivity Access to best-in-class AI tools, including Cursor, GPT models, Gemini, Claude, and other frontier AI systems to maximize engineering and execution efficiency. * Best-in-Class Equipment Choice of top-spec laptops, high-performance workstation setups, and cutting-edge Plaud devices for all new hires. * Team & Culture Annual company offsites, team events, and a culture that values craftsmanship, ownership, and velocity. * Medical & Insurance Coverage Comprehensive benefits to protect our employees' financial security, physical health, and longterm growth. Medical insurance and WICA coverage for all full-time employees.