Plaid19.05.2026

Head of Support

Полная занятостьУдалёнка

Обязанности

01Own the global support strategy and outcomes across SLAs, CSAT, revenue, and support quality.
02Unite our customer and consumer support teams into a single, high‑performing organization that is a true differentiator for Plaid.
03Lead, grow, and coach managers and ICs across regions and time zones; drive performance, calibration, and quality programs at scale.
04Manage 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.
05Evolve support operations, tooling, and knowledge management to drive efficiency, deflection, and consistent, high‑quality experiences for customers and consumers.
06Own the Customer Success Package business, balancing COGS, revenue, and customer experience
07Regularly report on support health and align plans and tradeoffs with Plaid’s executive team and other stakeholders

0110+ years in technical/customer support with at least 5+ years leading managers (manager‑of‑managers) in a scaling B2B SaaS or API company.
023+ years running global support operations with measurable improvements in SLAs, CSAT/CES and quality.
03Background in fintech, payments, or developer/API platforms operating at significant scale, preferred
04Proven success owning support outcomes at scale, including incident management and executive‑level escalations
05Deep experience building and leading distributed teams, with strong hiring, coaching, and performance management muscles across regions and time zones.
06Strong operational rigor: metrics design, forecasting and capacity planning, process improvement, and support tooling strategy.
07Demonstrated ability to partner with GTM, Product, and Engineering to influence roadmaps and improve product quality through support insights.
08Experience using AI and building content/deflection programs and quality frameworks.

01Additional compensation in the form(s) of equity and/or commission are dependent on the position offered.
02Plaid provides a comprehensive benefit plan, including medical, dental, vision, and 401(k).
03Pay is based on factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and skillset, and location.