Customer Support • Mid-Level

Who you are

You have 1-5 years of experience in customer service, ideally with a background in cross-border or platform environments. Your strong command of Zendesk or equivalent CRM tools allows you to manage complex service issues effectively. Excellent English communication skills and the ability to collaborate cross-functionally are essential to your success in this role.

You may have management or mentoring experience, which is a plus, and you are familiar with all operations of Zendesk, including configuration. Your experience in a fast-paced tech startup environment has equipped you with the skills to thrive under pressure and adapt quickly to changing circumstances.

What you'll do

In this role, you will handle escalated complex service issues on platforms such as Amazon, DTC, and TikTok. Collaborating with logistics, finance, and supply chain teams, you will work to close the loop on complaints and ensure customer satisfaction. You will participate in regular QA reviews and contribute to service improvements, enhancing the overall customer experience.

Supporting and guiding BPO Tier 1 agents in their daily case handling will be a key part of your responsibilities. You will also assist in managing the knowledge base and documenting standard operating procedures (SOPs) to streamline processes and improve service delivery.

What we offer

At Plaud, we value diversity and are committed to creating an inclusive environment for all employees. We offer competitive compensation and opportunities for professional growth within a supportive team. Join us in making a difference in customer service and be part of a company that prioritizes innovation and excellence.