💼 About This Role

You'll lead a team handling high-risk customer cases for Plaud's AI note-taking products. Your core impact is reducing escalations and improving service recovery processes. The role offers ownership of complex refund and fraud disputes and exposure to cutting-edge AI tools.

🎯 What You'll Do

• Lead a team of 5–7 agents handling high-risk customer cases.
• Own escalations end-to-end for refund, logistics, and fraud disputes.
• Analyze refund and logistics trends, driving fixes with cross-functional teams.
• Build and standardize SOPs for complex workflows (returns, claims, exceptions).

📋 Requirements

• Managing a team of 5+ in a fast-paced environment.
• Deep expertise in Service Recovery and escalation management.
• Strong data analytical skills to derive insights from service metrics.

✨ Nice to Have

• Experience with fraud detection systems.
• Familiarity with AI tools for productivity.

🎁 Benefits & Perks

• 📈 Employee Stock Ownership Plan (ESOP)
• 🤖 Cutting-edge AI tools (Cursor, GPT, Gemini, Claude)
• 💻 Best-in-class equipment (top-spec laptops, Plaud devices)
• 🌍 Annual company offsites and team events
• 🏥 Medical & insurance coverage

📨 Hiring Process

Estimated timeline: 1-2 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Team Interview· 45 min