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Plaud Logo Plaud · Customer Service

Global Community Operations Lead

United States, San Francisco 240000.00 - 280000.00 USD / Year · Job Posted February 21, 2026
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Job Description

This role leads the global community function, ensuring a high-quality, scalable, and customer-centric community experience. The Community Lead manages and develops the community team, sets strategy and performance metrics, and acts as the voice of the customer across the organization. By partnering closely with Product, Engineering, and Marketing, this role transforms community insights into meaningful product and business impact while fostering strong user advocacy.

Job Responsibility

  • Lead, mentor, and develop a high-performing community team, ensuring consistent quality and best practices
  • Define, track, and report community KPIs to drive engagement, efficiency, and continuous improvement
  • Oversee day-to-day community operations, including moderation standards, coverage, and escalations
  • Represent the voice of the customer by synthesizing feedback into actionable insights for product teams
  • Design and execute community programs, launches, and initiatives that deepen user engagement
  • Scale community advocacy by empowering power users and optimizing tools, processes, and workflows

Requirements

  • 5+ years in community, customer ops, or customer success
  • 2+ years leading teams in fast-moving environments
  • Strong track record of setting goals, owning metrics, and turning data into clear, actionable insights
  • Clear, confident communicator who can break down complex or technical topics for any audience
  • Calm and empathetic escalation owner, trusted to handle sensitive issues and drive resolution
  • Proven collaborator who works closely with Product, Marketing, and Engineering to ship better experiences
  • Passionate about building inclusive, engaged communities using modern platforms, tools, and workflows

What we offer

  • Employee Stock Ownership Plan (ESOP)
  • Access to best-in-class AI tools, including Cursor, GPT models, Gemini, Claude, and other frontier AI systems
  • Choice of top-spec laptops, high-performance workstation setups, and cutting-edge Plaud devices
  • Annual company offsites, team events
  • Comprehensive benefits to protect our employees' financial security, physical health, and longterm growth
  • Medical insurance and WICA coverage for all full-time employees
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