Head of Support
PlaidSan Francisco, California, United States ⢠New York, New York, United States ⢠Seattle, Washington, United States
Posted March 31, 2026
124800 - 223200 USD
Full Time
About the Company
Plaid is proud to be an equal opportunity employer and values diversity at our company.
Job Description
Plaid is seeking a Head of Support to lead our global support strategy and outcomes across customer and consumer support, leading a distributed team across channels, products, and industries. The successful candidate will own the global support strategy and outcomes, unite customer and consumer support teams, and evolve support operations, tooling, and knowledge management to drive efficiency and high-quality experiences.
Requirements
- Own the global support strategy and outcomes across SLAs, CSAT, revenue, and support quality
- Unite our 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 tight partnership with Product, Engineering, Risk, Compliance, GTM, and CS Ops
- Evolve support operations, tooling, and knowledge management to drive efficiency, deflection, and consistent, high-quality experiences for customers and consumers
- Own the Customer Success Package business, balancing COGS, revenue, and customer experience
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Visa Sponsorship
- Four Day Work Week
- Generous Parental Leave
- Tuition Reimbursement
- Relocation Assistance
