Voice of Customer (VoC) Analyst - Singapore

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 1,500,000 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 https://www.instagram.com/plaud_official/, X https://twitter.com/PLAUDAI, Facebook https://www.facebook.com/plaudai, Linkedin https://www.linkedin.com/company/plaudai/?viewAsMember=true, and YouTube https://www.youtube.com/@PLAUDAI 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. Skills, qualifications and experience we look for - 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 mindset; fundamental data analysis skills (e.g., Excel/Google Sheets) and practical AI tool application (e.g., prompting capabilities) are considered nice-to-haves. - 3+ years of experience in VoC, Customer Insights, Product Operations, or Analytics within the software industry, with strong written communication in English. Previous experience working at an AI company is a strong plus. What we offer - Meaningful Ownership An Employee Stock Ownership Plan (ESOP) that gives a real stake in Plaud’s long-term success. - High-Impact Environment Work in a fast-moving, product-driven environment where your ideas directly shape the future of AI productivity. - Cutti ... (truncated, view full listing at source)