Technical Support Team Lead - Singapore

Plaud
Singapore
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Leadership","Ownership","Collaboration","Customer success","Continuous learning"]

Lead and develop a technical support team that owns escalation quality, diagnosis standards, and QA sampling across Plaud’s hardware devices and apps. Build an SOP-to-agent roadmap by shipping AI agents and setting documentation/automation quality bars. Own the interface between Customer Support and Engineering/QA by converting escalations into prioritized, evidence-backed issues and keeping the loop moving. Benchmark support quality and automation output to drive continuous improvement using data.

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FursaFursa
Plaud
Plaud
2 days ago

Technical Support Team Lead - Singapore

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Lead and develop a technical support team that owns escalation quality, diagnosis standards, and QA sampling across Plaud’s hardware devices and apps. Build an SOP-to-agent roadmap by shipping AI agents and setting documentation/automation quality bars. Own the interface between Customer Support and Engineering/QA by converting escalations into prioritized, evidence-backed issues and keeping the loop moving. Benchmark support quality and automation output to drive continuous improvement using data.
Location: Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Own technical escalation quality by running calibration and QA sampling across the ticket volume, defining sound diagnosis standards across hardware devices and the Plaud App/Web/Desktop.
  • •Build the SOP-to-agent roadmap by shipping AI agents from existing Tech SOPs, setting build quality standards, and reviewing what ICs deliver.
  • •Own the CSC-to-Engineering/QA interface by converting escalations into a prioritized, evidence-backed issue list and keeping the structured escalation loop moving.
  • •Lead and develop the three-IC Tech Team, including one-on-ones, capability assessments, performance calibration, coverage planning, and hiring loop for technical roles.
  • •Benchmark support quality and automation output against industry standards, identify gaps, and drive continuous improvement using data.

Pay and Benefits

Perks:EquityHealth Insurance

Key Requirements

  • •Minimum 2 years of direct people-management experience for a technical support team, including headcount ownership, one-on-ones, performance conversations, and hiring.
  • •Demonstrated ability to build a working support agent from an SOP, evidenced by a runnable artifact and reusable structured file for repetitive work.
  • •Hands-on technical credibility across both hardware and software to review an engineer’s diagnosis and distinguish sound root cause from plausible answers, including reading logs and interpreting firmware/connectivity symptoms.
  • •Ability to own the support-to-engineering interface by synthesizing escalations into a structured, prioritized issue list and escalating upward when needed.
Experience:2+ years
Skills:LeadershipOwnershipCollaborationCustomer successContinuous learning
Tech Stack:GeminiClaude Code

Company Brief

Plaud
Builds AI-native hardware and software note-taking devices and apps (Plaud NOTE, NotePin) that record, transcribe, summarize, and extract insights from conversations to boost professional productivity.
Industry: Hardware Devices
Company Size: Medium (51 to 250 employees)
Revenue: USD 100M to 250M
Growth: Scaleup
Funding: Bootstrapped
Headquarters: San Francisco, United States
Founded: 2021
WebsiteLinkedIn