Head of Support

Responsibilities

• 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 that is a true differentiator for Plaid.
• 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, including post‑incident reviews and process fixes.
• 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
• Regularly report on support health and align plans and tradeoffs with Plaid’s executive team and other stakeholders

Qualifications

• 10+ years in technical/customer support with at least 5+ years leading managers (manager‑of‑managers) in a scaling B2B SaaS or API company.
• 3+ years 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, preferred
• 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 muscles across regions and time zones.
• Strong operational rigor: 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.

Our mission at Plaid is to unlock financial freedom for everyone. To support that mission, we seek to build a diverse team of driven individuals who care deeply about making the financial ecosystem more equitable. We recognize that strong qualifications can come from both prior work experiences and lived experiences. We encourage you to apply to a role even if your experience doesn't fully match the job description. We are always looking for team members that will bring something unique to Plaid!

Plaid is proud to be an equal opportunity employer and values diversity at our company. We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws. Plaid is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance with your application or interviews due to a disability, please let us know at accommodations@plaid.com.

Please review our Candidate Privacy Notice here.

Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Plaid provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay is based on factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and skillset, and location. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.