Knowledge Management & Operations Lead

About the role

We are seeking an experienced Knowledge Management & Customer Experience Specialist to design, build, and continuously optimize a world‑class knowledge ecosystem that empowers global users through high‑efficiency self‑service and AI‑driven customer support. This role plays a critical part in shaping how knowledge is created, governed, and leveraged across Customer Satisfaction Centers, Support Training teams, and AI Customer Service systems.

• Optimize industry‑leading SOP for Customer Satisfaction Center and Support Training teams.
• Build and maintain FAQs and knowledge bases to enable high‑efficient self‑service experience for global users.
• Provide and iterate knowledge base as the backbone for AI Customer Service system, powering intelligent Q&A and semantic search.
• Leverage AI and data analytics to establish content lifecycle governance standards to ensure efficient updates, clear structure, and traceability.

• 5 years of experience in knowledge management, knowledge base architecture, or content operations.
• Practical knowledge management experience in large Internet, SaaS, or consumer electronics companies preferred.
• Strong logical thinking and the ability to structure complex information into clear, coherent knowledge outputs.
• Professional writing skills with a solid foundation in content clarity and accuracy.
• Out‑of‑the‑box thinking to build FAQ and SOP that delivers State‑of‑the‑Art customer satisfactions.
• Hands‑on experience with knowledge management tools such as Zendesk, Notion, and Confluence preferred.
• Native English writing skills for content creation and Chinese verbal communication proficiencies for work‑environment collaboration.
• Experience applying AI in knowledge management (e.g., semantic search/retrieval, automated Q&A, localization/translation) would be a plus.

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 SOC 2, HIPAA, GDPR, ISO
27001, ISO
27701, and EN18031 compliance, Plaud is committed to the highest standards of data security and privacy protection.

To learn more about Plaud, please visit https://(Use the "Apply for this Job" box below). and follow along on Instagram, X, Facebook, Linked In, and You Tube.

• 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.

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.