Head of Support
Plaid is a financial technology company providing APIs and network connectivity for businesses to build financial products. Its platform supports bank-account linking, financial data access, identity verification, fraud and risk tools, credit underwriting, and bank payments.
Maintainer signals as of 8/12/2026
Funding history
Projects
About Plaid
Plaid operates a financial data network and API platform that lets businesses connect to financial institutions and build financial experiences. Its products support account and identity verification, real-time balance and transaction data, investment and liability data, income and underwriting workflows, fraud and AML risk checks, and multi-rail bank payments. It serves developers, businesses, financial institutions, platforms, lenders, banks, and consumer-facing financial-product providers.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own the 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
- 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
Responsibilities
- Own the 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
- Evolve support operations, tooling, and knowledge management
- Own the Customer Success Package business
- Report on support health and align plans with executive stakeholders
Benefits
- medical insurance
- dental insurance
- vision insurance
- 401(k)
