Head of Support

Job Summary

Leading a distributed team in a remote environment, the full-time Head of Support will own the global support strategy, uniting customer and consumer support efforts while driving performance, quality, and operational efficiency across channels and products.

Key responsibilities

• Own the global support strategy and outcomes, focusing on SLAs, CSAT, revenue, and support quality
• Unite customer and consumer support teams into a high-performing organization that differentiates Plaid in the market
• Manage critical incidents and executive-level escalations while evolving support operations and tooling for improved customer experiences

Required qualifications

• 10+ years in technical/customer support with at least 5+ years leading managers in a scaling B2B SaaS or API company
• 3+ years running global support operations with measurable improvements in SLAs and CSAT
• Background in fintech, payments, or developer/API platforms preferred
• Proven success in managing support outcomes at scale, including incident management
• Deep experience in building and leading distributed teams with strong hiring and coaching skills