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Head of Support

1 hour, 58 minutes ago
United States
Full-time
Executive
Customer Support
Customer and Technical Support
Apply Now
Plaid

Plaid

Plaid is a data network that enables companies to create fintech solutions by securely connecting users' financial data to apps and services. With a focus on payments, fraud prevention, personal finance insights, credit underwriting, and open finance, ...

Diversified Financial Services
1K-5K
Founded 2013
$734M raised
View All Jobs 10

Description

  • Own the global support strategy and outcomes across SLAs, CSAT, revenue, and support quality.
  • Unify customer and consumer support into a single high-performing organization.
  • Lead, grow, and coach managers and individual contributors across regions and time zones.
  • Manage critical incidents and executive-level escalations in partnership with Product, Engineering, Risk, Compliance, GTM, and CS Ops.
  • Run post-incident reviews and implement process fixes to prevent recurrence.
  • Evolve support operations, tooling, and knowledge management to improve efficiency and consistent service quality.
  • Own the Customer Success Package business, balancing cost of goods sold, revenue, and customer experience.
  • Report regularly on support health and align plans and tradeoffs with Plaid’s executive team and stakeholders.
  • Drive performance, calibration, and quality programs at scale.

Requirements

  • 10+ years of experience in technical or customer support.
  • 5+ years leading managers in a manager-of-managers role at a scaling B2B SaaS or API company.
  • 3+ years running global support operations with measurable improvements in SLAs, CSAT/CES, and quality.
  • Experience 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.
  • Strong operational rigor in metrics design, forecasting, 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.
  • Background in fintech, payments, or developer/API platforms at significant scale is preferred.

Benefits

  • Remote full-time role.
  • Base salary range of $124,800 to $223,200 per year.
  • Eligibility for commission, equity, and benefits in addition to base salary.
  • Opportunity to lead a multimillion-dollar business.
  • Chance to shape end-to-end support experiences and define the standard for support in fintech.

Interested in this position?

Apply directly on the company website

Apply Now

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