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.