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 * Multi-Channel Quality Audit: Conduct quality sampling and in-depth analysis of support tickets across all channels, including Chat, Email, Messaging, and Amazon. * Performance Evaluation: Evaluate agent performance across multiple dimensions: Accuracy, Compliance, Problem-Solving Efficacy, and Customer Experience (CX). * Root Cause Categorization: Identify and tag issues by source to distinguish between: Controllable Agent Errors (Soft skills, policy knowledge, etc.) / Upstream Bottlenecks (Product defects, logistics delays, or process gaps.) / Systemic Constraints (Tooling limitations or rigid business rules.). * Continuous Improvement: Identify recurring pain points to drive updates in SOPs, training materials, and workflow optimizations. * Cross-Functional Synergy: Collaborate with CS Team Leads, BPO Management, and Ops/Product teams to close the quality loop. What We Are Looking For * Proven experience in CS QA, Quality Management, or Support Operations. * Possess an outcome-oriented mindset: able to distinguish between Execution Failures vs. System Design Flaws, and Individual Error vs. Process Deficiency. * Familiarity with at least one support domain: Technical Support, Logistics/After-sales, or Platform-specific support (e.g., Amazon Compliance). * Proficient in English with a deep understanding of Western user context and communication nuances. Disclaimer: Plaud is and will continue to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristics.