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Plaud Logo Plaud · Customer Service

Service Trainer

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

Service Trainer role at Plaud Inc., a company building AI work companions. The role involves delivering training for Customer Satisfaction Center agents, creating training content, supporting continuous improvement, tracking training metrics, and enabling AI-supported support workflows.

Job Responsibility

  • Deliver training programs for Customer Satisfaction Center (BPO and in-house agents): new hire, product/feature updates, and refreshers to ensure consistent coverage and quality
  • Create and maintain training content: turn workflows, policies, and product capabilities into practical learning assets (SOPs, playbooks, scenarios, quizzes, case library) and publish reusable knowledge base articles
  • Support continuous improvement: Work with QA, Knowledge, and CS Ops to incorporate common defects, escalations, and VOC themes into monthly training plans and update materials after process or product changes
  • Track training completion and proficiency (attendance, quiz/pass rates, nesting outcomes, key QA findings) and flag recurring gaps with clear recommendations
  • Enable AI-supported support workflows: train frontline teams on AI tools (assistants, semantic search, auto Q&A, translation/localization), track adoption and usage quality, and report impact indicators

Requirements

  • Experience: over 2 years in service training / support enablement / knowledge ops in BPO, SaaS, internet, or tech environments
  • working knowledge of CSAT, QA, repeat contact rate
  • Training + communication: Able to turn complex product/process (including AI features) into clear training materials, role plays, and agent-ready scripts
  • Documentation: Strong at creating and maintaining SOPs, playbooks, and modular learning assets as workflows evolve
  • AI Tools: practical user of AI tools (KB/semantic search, assistants, auto Q&A, translation) to improve usability and adoption
  • Education: Bachelor’s degree or above (Education, Linguistics, Communication, Information/Knowledge Management, Library Science, or related). QS Top 500 is a strong plus

What we offer

  • Meaningful Ownership An Employee Stock Ownership Plan (ESOP)
  • High-Impact Environment
  • Cutting-Edge AI Tools for Productivity Access to best-in-class AI tools, including Cursor, GPT models, Gemini, Claude, and other frontier AI systems
  • Best-in-Class Equipment Choice of top-spec laptops, high-performance workstation setups, and cutting-edge Plaud devices for all new hires
  • Team & Culture Annual company offsites, team events, and a culture that values craftsmanship, ownership, and velocity
Plaud - All Job Offers

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