# Head of Support

**Company:** [Plaid](https://hotfix.jobs/companies/plaid)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $125k – $223k/yr
**Experience:** 10+ years
**Skills:** Support Operations, Incident Management, Global Team Leadership, Sla Management, Csat Improvement, Customer Success, Support Tooling, Ai For Support, Metrics And Forecasting, Cross-Functional Collaboration
**Posted:** 2026-05-18

> Lead global support strategy and operations for customer and consumer support at a fintech API company. Own SLAs, CSAT, incidents, and a Customer Success Package business while leading distributed teams and partnering with Product and Engineering.

## Job Description

## 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.

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