Description
We believe that the way people interact with their finances will drastically improve in the next few years. We're dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products.
Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo, SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use.
As Head of Support, you will own our global support strategy and outcomes across customer and consumer support, leading a distributed team that works across channels, products, and industries. You'll be responsible for uniting our customer and consumer support motions, evolving our Customer Success Package business, and using support as a strategic lever to influence product quality, roadmap, and Plaid's brand in the market.
Responsibilities
- 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
Qualifications
- 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.
Additional Information
Our mission at Plaid is to unlock financial freedom for everyone. To support that mission, we seek to build a diverse team of driven individuals who care deeply about making the financial ecosystem more equitable. We recognize that strong qualifications can come from both prior work experiences and lived experiences. We encourage you to apply to a role even if your experience doesn't fully match the job description.