Plaid
501 - 1000 employees
Founded 2013
🔌 API
💳 Fintech
🤝 B2B
API • Fintech • B2B
Plaid is a fintech company that provides developer APIs and a global financial data network to connect apps to users' bank accounts and financial institutions. Its product suite (Auth, Identity, Balance, Transactions, Investments, Liabilities, Enrich, Transfer, Signal, Protect, Move, and others) enables fast onboarding, bank payments, credit underwriting, fraud and AML prevention, and personal and business financial management. Plaid connects to 12,000+ financial institutions across 20 countries, supports over one million daily connections, and is used by many fintechs, banks, and marketplaces to build open finance experiences and real-time financial insights.
Head of Support
Job not on LinkedIn
🕒 July 28
Where this job comes from
Posted on Plaid's careers page, not through a job board
First seen by Remote Rocketship July 28
Plaid
501 - 1000 employees
Founded 2013
🔌 API
💳 Fintech
🤝 B2B
API • Fintech • B2B
Plaid is a fintech company that provides developer APIs and a global financial data network to connect apps to users' bank accounts and financial institutions. Its product suite (Auth, Identity, Balance, Transactions, Investments, Liabilities, Enrich, Transfer, Signal, Protect, Move, and others) enables fast onboarding, bank payments, credit underwriting, fraud and AML prevention, and personal and business financial management. Plaid connects to 12,000+ financial institutions across 20 countries, supports over one million daily connections, and is used by many fintechs, banks, and marketplaces to build open finance experiences and real-time financial insights.
📋 Description
• Own the global support strategy and outcomes across SLAs, CSAT, revenue, and support quality • Unite customer and consumer support teams into a single high-performing organization • Lead, grow, and coach managers and individual contributors across regions and time zones • Drive performance, calibration, and quality programs at scale • Manage critical incidents and executive-level escalations with Product, Engineering, Risk, Compliance, GTM, and CS Ops • Conduct post-incident reviews and implement process fixes • Evolve support operations, tooling, and knowledge management to drive efficiency, deflection, and consistent high-quality experiences • Own the Customer Success Package business while balancing COGS, revenue, and customer experience • Report regularly on support health and align plans and tradeoffs with the executive team and stakeholders
🎯 Requirements
• 10+ years in technical/customer support • At least 5+ years leading managers (manager-of-managers) in a scaling B2B SaaS or API company • 3+ years running global support operations with measurable improvements in SLAs, CSAT/CES and quality • Background in fintech, payments, or developer/API platforms operating at significant scale preferred • Proven success owning support outcomes at scale, including incident management and executive-level escalations • Experience building and leading distributed teams across regions and time zones • Strong hiring, coaching, and performance management experience • Experience with metrics design, forecasting and capacity planning, process improvement, and support tooling strategy • Ability to partner with GTM, Product, and Engineering to influence roadmaps and improve product quality • Experience using AI and building content/deflection programs and quality frameworks
🏖️ Benefits
• Equity and/or commission • Medical insurance • Dental insurance • Vision insurance • 401(k) • Comprehensive benefit plan
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