Head of Support

🔥 9 minutes ago

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Plaid

WebsiteLinkedInAll Job Openings

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 our customer and consumer support teams into a single, high-performing organization that is a true differentiator for Plaid. • Lead, grow, and coach managers and ICs across regions and time zones; drive performance, calibration, and quality programs at scale. • Manage critical incidents and executive-level escalations in tight partnership with Product, Engineering, Risk, Compliance, GTM, and CS Ops, including post-incident reviews and process fixes. • Evolve support operations, tooling, and knowledge management to drive efficiency, deflection, and consistent, high-quality experiences for customers and consumers. • Own the Customer Success Package business, balancing COGS, revenue, and customer experience. • Regularly report on support health and align plans and tradeoffs with Plaid’s executive team and other stakeholders.

🎯 Requirements

• 10+ years in technical/customer support with 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. • Deep experience building and leading distributed teams, with strong hiring, coaching, and performance management muscles across regions and time zones. • Strong operational rigor: metrics design, forecasting and capacity planning, process improvement, and support tooling strategy. • Demonstrated ability to partner with GTM, Product, and Engineering to influence roadmaps and improve product quality through support insights. • Experience using AI and building content/deflection programs and quality frameworks.

🏖️ Benefits

• Comprehensive benefit plan, including medical, dental, vision, and 401(k)