Head of Support

About the Role

The support team plays a vital role in Plaid's mission to unlock financial freedom for everyone. By providing exceptional support, the team helps to build trust with customers, resolve issues efficiently, and identify areas for improvement in Plaid's products and services. The Head of Support will work closely with cross-functional teams, including Product, Engineering, and GTM, to influence product quality, roadmap, and brand in the market.

Plaid is a fintech company that powers the tools millions of people rely on to live a healthier financial life. With a network that covers 12,000 financial institutions across the US, Canada, UK, and Europe, Plaid is a leader in the digital finance space. The company is headquartered in San Francisco, with offices in New York, Washington D.C., London, and Amsterdam.

What You Will Do

• Own the 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
• Manage critical incidents and executive-level escalations in partnership with Product, Engineering, Risk, Compliance, GTM, and CS Ops
• Evolve support operations, tooling, and knowledge management to drive efficiency, deflection, and high-quality experiences
• Own the Customer Success Package business, balancing COGS, revenue, and customer experience
• Regularly report on support health and align plans with Plaid's executive team and other stakeholders
• Develop and execute a strategic plan to improve support quality, reduce resolution times, and increase customer satisfaction
• Collaborate with cross-functional teams to identify areas for improvement and implement changes to support processes and procedures

What We Are Looking For

• 10+ years of experience in technical/customer support, with at least 5+ years leading managers in a scaling B2B SaaS or API company
• 3+ years of experience 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
• 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 skills
• Strong operational rigor, including 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

Nice to Have

• Experience with support tools and technologies, such as Zendesk, Salesforce, or Freshdesk
• Knowledge of agile development methodologies and experience working in an agile environment
• Certification in support or customer success, such as CSPO or CSM
• Experience with data analysis and visualization tools, such as Tableau or Power BI
• Familiarity with cloud-based technologies and SaaS platforms

Benefits and Perks

• Competitive salary and equity package
• Comprehensive health, dental, and vision insurance
• Generous paid time off and holiday policy
• Remote work stipend and flexible work arrangements
• Professional development opportunities, including training and conference sponsorships
• Access to a range of employee resource groups and networking opportunities
• A dynamic and supportive work environment with a team of experienced professionals

• Tip: Showcase your experience with support tools and technologies, such as Zendesk or Salesforce, and highlight your ability to analyze data and drive insights.
• Tip: Demonstrate your understanding of the fintech industry and Plaid's role in it, and be prepared to discuss your experience with global support operations.
• Tip: Highlight your leadership skills and experience building and leading distributed teams, and be prepared to discuss your approach to coaching and performance management.
• Tip: Be prepared to discuss your experience with incident management and executive-level escalations, and showcase your ability to partner with cross-functional teams.
• Tip: Show your passion for delivering exceptional customer experiences and your commitment to driving support outcomes that meet or exceed SLAs and customer expectations.
• Tip: Be prepared to discuss your salary expectations and benefits requirements, and be sure to research the market rate for similar positions in the industry.