Head of Support

Plaid Inc; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

A leading fintech company is seeking a Head of Support to own the global support strategy and outcomes across customer and consumer support. In this highly visible role, you will lead a distributed team, unify support motions, and influence product quality while shaping end-to-end customer experiences. This position is critical for enhancing Plaid's brand in the market, making it essential for candidates to have strong leadership skills and a background in customer support.

Qualifications

• Proven experience in leading customer support teams.
• Ability to manage a multimillion-dollar support business.
• Familiarity with fintech industry standards.

Responsibilities

• Own global support strategy and outcomes.
• Unite customer and consumer support motions.
• Evolve Customer Success Package business.

Skills

Team leadership

Strategic planning

Customer support knowledge

Communication skills

Job description

We believe that the way people interact with their finances will drastically improve in the next few years. We’re dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo, SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid’s network covers 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Washington D.C., London and Amsterdam.

Plaid sits at the center of digital finance, helping millions of consumers connect their financial accounts to the apps they use every day. Our Support team plays a critical role—delivering fast, high-quality help that resolves issues and helps customers get more from our products.

As Head of Support, you will own our global support strategy and outcomes across customer and consumer support, leading a distributed team that works across channels, products, and industries. You’ll be responsible for uniting our customer and consumer support motions, evolving our Customer Success Package business, and using support as a strategic lever to influence product quality, roadmap, and Plaid’s brand in the market. This is a highly visible role with the opportunity to lead a multimillion-dollar business, shape end-to-end experiences, and build the gold standard for support in fintech.