Head of Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the global support strategy and outcomes related to SLAs, CSAT, revenue, and support quality.

• Integrate our customer and consumer support teams into a cohesive, high-performing organization that serves as a true differentiator for Plaid.

• Lead, develop, and mentor managers and individual contributors across various regions and time zones; drive performance, calibration, and quality initiatives on a large scale.

• Oversee critical incidents and executive-level escalations in close collaboration with Product, Engineering, Risk, Compliance, GTM, and CS Ops, including conducting post-incident reviews and implementing process improvements.

• Enhance support operations, tooling, and knowledge management to promote efficiency, deflection, and consistently high-quality experiences for both customers and consumers.

• Manage the Customer Success Package business, balancing COGS, revenue, and customer satisfaction.

• Provide regular updates on support health and align strategies and trade-offs with Plaid’s executive team and other stakeholders.

⛳️ Requirements

• Over 10 years of experience in technical/customer support, with a minimum of 5 years in a leadership role (manager-of-managers) within a scaling B2B SaaS or API organization.

• At least 3 years of experience managing global support operations, demonstrating measurable improvements in SLAs, CSAT/CES, and quality.

• Preferred background in fintech, payments, or developer/API platforms operating at a significant scale.

• Proven track record of achieving support outcomes at scale, including incident management and handling executive-level escalations.

• Extensive experience in building and leading distributed teams, with strong capabilities in hiring, coaching, and performance management across various regions and time zones.

• Strong operational discipline: expertise in metrics design, forecasting and capacity planning, process enhancement, and support tooling strategy.

• Demonstrated ability to collaborate with GTM, Product, and Engineering teams to influence roadmaps and enhance product quality through support-driven insights.

• Experience utilizing AI and developing content/deflection programs and quality frameworks.

🏝️ Benefits

• Comprehensive benefits package, including medical, dental, vision, and 401(k).