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Plaud Logo Plaud · IT - Administration

Knowledge Management & Operations Lead

Singapore, Singapore · Job Posted February 21, 2026
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Job Description

We are seeking an experienced Knowledge Management & Operations Lead to design, build, and continuously optimize a world-class knowledge ecosystem that empowers global users through high-efficiency self-service and AI-driven customer support. This role plays a critical part in shaping how knowledge is created, governed, and leveraged across Customer Satisfaction Centers, Support Training teams, and AI Customer Service systems.

Job Responsibility

  • Optimize industry-leading SOP for Customer Satisfaction Center and Support Training teams
  • Build and maintain FAQs and knowledge bases to enable high-efficient self-service experience for global users
  • Provide and iterate knowledge base as the backbone for AI Customer Service system, powering intelligent Q&A and semantic search
  • Leverage AI and data analytics to establish content lifecycle governance standards to ensure efficient updates, clear structure, and traceability

Requirements

  • 5 years of experience in knowledge management, knowledge base architecture, or content operations
  • Practical knowledge management experience in large Internet, SaaS, or consumer electronics companies preferred
  • Strong logical thinking and the ability to structure complex information into clear, coherent knowledge outputs
  • Professional writing skills with a solid foundation in content clarity and accuracy
  • Out-of-the-box thinking to build FAQ and SOP that delivers State-of-the-Art customer satisfactions
  • Hands-on experience with knowledge management tools such as Zendesk, Notion, and Confluence preferred
  • Native English writting skills for content creation and Chinese verbal communication proficiencies for work-environment collaboration
  • Experience applying AI in knowledge management (e.g., semantic search/retrieval, automated Q&A, localization/translation) would be a plus

Nice to have

Experience applying AI in knowledge management (e.g., semantic search/retrieval, automated Q&A, localization/translation) would be a plus

What we offer

  • Market-competitive compensation
  • Global exposure
  • Vibrant, creativity-fueled work atmosphere
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