Customer Service Team Lead

About the Company

Plaud is building the world's most trusted AI work companion for professionals to elevate productivity and performance through note-taking solutions. A bootstrapped, profitable company, Plaud is pushing the boundary of human–AI intelligence through a hardware–software combination.

Responsibilities

• Lead a team of 5–7 agents handling high-risk customer cases including refund disputes, logistics failures, and fraud
• Own escalations end-to-end and make final decisions on complex cases impacting cost and customer experience
• Act as the primary point of escalation and policy alignment with Sales, GTM, and Finance
• Analyze refund and logistics trends to drive fixes with Product, GTM, and Finance teams
• Build and standardize SOPs for complex workflows such as returns, claims, and exceptions
• Run regular case reviews, coach team members, and enforce quality and accountability
• Run monthly case calibration sessions to align quality standards across service teams and BPO partners

Requirements

• 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

Benefits

• Employee Stock Ownership Plan (ESOP)
• Access to best-in-class AI tools (Cursor, GPT, Gemini, Claude)
• Choice of top-spec laptops and high-performance workstation setups
• Annual company offsites and team events
• Comprehensive medical insurance and WICA coverage