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Plaud Logo Plaud · IT - Administration

Voice of Customer (VOC) Analyst

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

Plaud is building the world's most trusted AI work companion for professionals to elevate productivity and performance through note-taking solutions, loved by over 1,000,000 users worldwide since 2023. With a mission to amplify human intelligence, Plaud is building the next-generation intelligence infrastructure and interfaces to capture, extract, and utilize what you say, hear, see, and think.

Job Responsibility

  • Own day-to-day VoC intake by monitoring global channels (app reviews, support tickets, SNS/community), ensuring timely capture, de-duplication, and source traceability
  • Apply and maintain a consistent VoC taxonomy (topic, product area, sentiment, severity), contributing to controlled refinements as product changes emerge
  • Triage issues using clear escalation rules and SLAs, creating “P0/P1/P2” recommendations backed by directional impact sizing (users affected, frequency, severity, business risk)
  • Deliver stakeholder-ready outputs (weekly digest, emerging issue alerts, release/regression notes) with crisp problem statements, examples, and suggested next actions/owners
  • Use AI/automation to speed up tagging, summarization, and trend detection while owning final judgment, data quality, and privacy/compliance standards

Requirements

  • High ownership + curiosity: asks “what decision will this change?”, follows issues through resolution, and collaborates effectively with Product/Engineering/Support
  • Strong ability to turn messy qualitative inputs into structured artifacts (taxonomy, topics, problem statements) with attention to detail and consistency
  • Working knowledge (or fast learner) of VoC data sources and tools (e.g., Zendesk/Intercom, App Store/Google Play reviews, community platforms), including awareness of sampling bias and data limitations
  • Solid analytical toolkit: Excel/Google Sheets proficiency
  • comfort with basic SQL and/or BI dashboards is a strong plus
  • 1+ year of experience in VoC, Customer Insights, Support Operations, Product Operations, Analytics, or adjacent roles(internship/co-op experience accepted), with strong written communication in English

What we offer

  • Define the next-gen paradigm for human-AI interaction
  • Gain exposure to cutting-edge AI for Pro tools and play a direct role in our global expansion
  • Work with passionate teammates who value innovation, collaboration, and customer success
  • Grow your career in a culture that champions continuous learning and fast career development
  • Market-competitive compensation, global exposure, and a vibrant, creativity-fueled work atmosphere
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