Plaid

2 months ago

Head of Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 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

Website LinkedIn

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Plaid

2 months ago

Head of Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

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

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

Website LinkedIn