Voice of Customer (VOC) Analyst - Singapore
About Plaud Inc.
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.
Plaud Inc. is a Delaware-incorporated, San Francisco-based company pushing the boundary of human–AI intelligence through a hardware–software combination. With ISO 27001, ISO 27701, GDPR, SOC 2, HIPAA, and EN 18031 compliance, Plaud is committed to the highest standards of data security and privacy protection.
To learn more about Plaud, please visit https://www.plaud.ai and follow along on Instagram, X, Facebook, LinkedIn, and YouTube
Why You Should Join Us
Plaud is building the next generation intelligence infrastructure and interfaces to capture, extract, and utilize intelligence from what people say, hear, see, and think.
Plaud is a bootstrapped, skyrocketing, profitable company with a $250M revenue run rate achieved in just three years.
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.
What You Will Do
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.
Qualifications
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.
Disclaimer: Plaud is and will continue to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristics.