Head of Support

Plaid
United States
Workplace: RemoteFull timeUSD 124,800 - 223,200 annuallyFunction: Administration & Executive AssistanceSkills: ["Leadership","Coaching","Operational rigor","Incident management","Cross-functional partnership"]

Lead Plaid’s global customer and consumer support organization, owning support strategy and outcomes across SLAs, CSAT, revenue, and support quality. Unite support motions into a high-performing, differentiated team spanning regions, channels, products, and industries. Drive incident management, executive escalations, and continuous improvements to support operations, tooling, and knowledge management while evolving the Customer Success Package business.

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Plaid
Plaid
3 months ago

Head of Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Lead Plaid’s global customer and consumer support organization, owning support strategy and outcomes across SLAs, CSAT, revenue, and support quality. Unite support motions into a high-performing, differentiated team spanning regions, channels, products, and industries. Drive incident management, executive escalations, and continuous improvements to support operations, tooling, and knowledge management while evolving the Customer Success Package business.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Director level

Key Responsibilities

  • •Own 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 ICs across regions and time zones; drive performance, calibration, and quality programs at scale.
  • •Manage critical incidents and executive-level escalations in 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; own the Customer Success Package business and report on support health.

Pay and Benefits

Salary: USD 124,800 - 223,200 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401k

Key Requirements

  • •10+ years in technical/customer support, including 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.
  • •Experience building and leading distributed teams across regions and time zones, including hiring, coaching, and performance management.
  • •Strong operational rigor across 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:FintechPaymentsDeveloper/API platformsB2B SaaSAPI platforms
Skills:LeadershipCoachingOperational rigorIncident managementCross-functional partnership
Tech Stack:AI

Company Brief

Plaid
Provides APIs that enable applications to connect with users’ bank accounts, verify financial data, and power payment and account verification workflows for fintechs and financial services companies.
Industry: Fintech Infrastructure
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2013
WebsiteLinkedIn