Head of Support
Plaid is a financial data network and fintech infrastructure company that helps people securely connect financial accounts to digital financial services.
Maintainer signals as of 9/2/2026
Funding history
Projects
About Plaid Inc.
Plaid provides developer infrastructure and financial tools for account connectivity, financial data access, bank payments, identity verification, AML monitoring, credit and underwriting, and fraud prevention. Its network supports thousands of fintech companies and more than 12,000 financial institutions across the United States, Canada, the United Kingdom, and Europe.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
Own global support strategy across customer and consumer support, lead a distributed organization, manage incidents and executive escalations, improve support operations and tooling, oversee knowledge management, run the Customer Success Package business, and report support performance to executive stakeholders.
Requirements
- 10+ years in technical or customer support.
- 5+ years leading managers in a scaling B2B SaaS or API company.
- 3+ years running global support operations.
- Experience with SLAs, CSAT/CES, quality programs, incident management, and executive escalations.
- Experience building and leading distributed teams across regions and time zones.
- Experience with metrics design, forecasting, capacity planning, process improvement, and support tooling.
- Experience partnering with go-to-market, Product, and Engineering teams.
- Experience using AI and building content, deflection, and quality programs.
- Fintech, payments, or developer/API platform experience is preferred.
Responsibilities
- Own global support strategy and outcomes across SLAs, CSAT, revenue, and support quality.
- Unite customer and consumer support teams into a single organization.
- Lead, grow, and coach managers and individual contributors across regions and time zones.
- Manage critical incidents and executive-level escalations, including post-incident reviews and process fixes.
- Evolve support operations, tooling, and knowledge management to improve efficiency, deflection, and customer experiences.
- Own the Customer Success Package business while balancing costs, revenue, and customer experience.
- Report on support health and align plans and tradeoffs with executive stakeholders.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)
- Additional equity and/or commission may be available depending on the position.
