---
title: 'Head of Support at Plaid'
canonical: 'https://feeny.ai/job/head-of-support-plaid-united-states-b022njadg6z7'
type: 'job'
last_seen: '2026-09-10'
---

# Head of Support at Plaid

- **Company:** [Plaid](https://feeny.ai/companies/plaid)
- **Location:** United States
- **Compensation:** $125k–$223k
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-05-18
- **Last confirmed live:** 2026-09-10
- **Apply:** https://jobs.ashbyhq.com/plaid/4c9bf6fe-47f1-4683-89cc-137f90ff307b/application

**Skills:** Technical Support, Customer Support, Incident Management, SLA Management, CSAT Management, CSES Management, Metrics Design, Forecasting, Capacity Planning, Process Improvement, Support Tooling Strategy, AI, Content/Deflection Programs, Quality Frameworks, Fintech, Payments, Developer Platforms, API Platforms

> The Head of Support owns global support strategy and outcomes, leading a distributed team to improve customer experiences and drive product quality. This role involves uniting support motions, evolving the Customer Success Package, and partnering with Product and Engineering to influence roadmaps within the fintech...

## Job description

We believe that the way people interact with their finances will drastically improve in the next few years. We’re dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo, SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid’s network covers 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Seattle, Washington D.C., Raleigh, London, and Amsterdam.

Plaid sits at the center of digital finance, helping millions of consumers connect their financial accounts to the apps they use every day. Our Support team plays a critical role—delivering fast, high-quality help that resolves issues and helps customers get more from our products.

As Head of Support, you will own our global support strategy and outcomes across customer and consumer support, leading a distributed team that works across channels, products, and industries. You’ll be responsible for uniting our customer and consumer support motions, evolving our Customer Success Package business, and using support as a strategic lever to influence product quality, roadmap, and Plaid’s brand in the market. This is a highly visible role with the opportunity to lead a multimillion-dollar business, shape end-to-end experiences, and build the gold standard for support in fintech.

## 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](https://plaid.com/legal/#candidate-privacy-notice).

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.

## About Plaid

## Company Overview
- **One-liner**: Plaid provides a data transfer network and technology platform that powers fintech and digital finance products by enabling applications to securely connect with users' bank accounts.
- **Entity Type**: Private (Series D, late-stage)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2013
- **Founders**: Zach Perret, William Hockey

## Core Business
- **Primary industry**: Financial Technology (Fintech) / Software Development
- **Target customers**: B2B — fintech companies, digital financial services, banks, and developers (over 9,000 fintech partners)
- **Mission or purpose statement**: "Make digital finance possible" and build a financial system that works for everyone.

## Products & Services
- **[Account Linking & Auth]**: The gold standard in account linking with built-in fraud signals, identity verification, and high conversion rates.
- **[Transactions, Balance, Identity, Assets, Investments, Liabilities]**: Enriched financial data products for building financial management experiences — categorized transactions, real-time balances, and merchant data.
- **[Income & Employment]**: Verification and cash flow data for lending decisions.
- **[Payment Initiation (Pay by Bank, Recurring, Payouts)]**: Bank payment solutions built for fintechs that move money at scale.
- **[Monitor & Fraud Signals]**: Ongoing risk monitoring and identity verification tools.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed; raised $1.3B in total funding.
- **Key Metric**: Total Funding of $1.3 billion; Annual Revenue estimated at $170M (per LinkedIn).
- **Notable Investors/Partners**: Spark Capital (Seed lead), Index Ventures, Kleiner Perkins (Series C leads), Goldman Sachs Investment Partners (Series B lead). Partners with 12,000+ financial institutions across 20 countries.
- **Growth Signals**:
    - 150M+ global users on the Plaid network.
    - 1M new daily connections across thousands of apps.
    - 55% YoY European customer growth.
    - Recognized on Time100 Most Influential Companies 2025.
    - Named on Forbes Fintech 50 for nine consecutive years.
    - Listed on Forbes Cloud 100.
    - Headcount grew 5.7% YoY to ~1,089 employees.

## Competitive Advantages
- **Massive Network Effect**: Over 12,000 financial institutions and 9,000+ fintech partners create a powerful ecosystem that is difficult to replicate.
- **Developer-First Platform**: High-quality APIs with 99.99% uptime, making Plaid the default infrastructure layer for fintech.
- **Global Infrastructure**: Coverage across 20 countries (US, Canada, UK, France, Spain, Ireland, Netherlands, and more) with local expertise.
- **Data Moat**: Access to enriched, real-time financial data (transactions, income, balances) that improves lending and fraud decisions.

## Strategic Focus
- **European Expansion**: Strong emphasis on growing across Europe, with dedicated local teams and regulatory compliance.
- **Payments & Money Movement**: Doubling down on bank payments (Pay by Bank, Payouts) to compete with card networks.
- **AI & Engineering Velocity**: Investing in AI coding adoption and developer tooling to accelerate product delivery.
- **Platform Expansion**: Moving beyond account linking into lending, identity, and fraud prevention.

## Why Work Here
- **Engineering Culture**: Emphasizes a "growth mindset," bottoms-up innovation, and "all-in or nothing" commitment to long-term initiatives. Engineers are empowered to identify opportunities and ship quickly.
- **Work Environment**: Vibrant offices in San Francisco (HQ), NYC, Raleigh-Durham, Seattle, and London. Offers catered meals, happy hours, and clubs. Remote options available in the US.
- **Benefits**: Competitive pay, comprehensive health benefits (fertility, mental health, parental leave), home office stipends, daycare support, commuting benefits (CitiBike, Lyft).
- **Team & Impact**: Over 900 team members across 6 offices globally. Described as a late-stage company that still operates like a startup — high autonomy and fast iteration.
- **Growth**: Internship programs available; strong focus on career development and internal mobility.

## Sources
1. [plaid.com](https://plaid.com/) — Official website
2. [plaid.com/careers](https://plaid.com/careers/) — Careers page with benefits and culture
3. [plaid.com/company](https://plaid.com/company/) — About us / mission page
4. [plaid.com/engineering](https://plaid.com/engineering/) — Engineering culture page
5. [linkedin.com/company/plaid-](https://www.linkedin.com/company/plaid-) — LinkedIn profile with financials and headcount
6. [jobs.ashbyhq.com/plaid](https://jobs.ashbyhq.com/plaid) — Official job board

## Other roles at Plaid

- [Corporate Counsel, Governance and Financial](https://feeny.ai/job/corporate-counsel-governance-and-financial-plaid-san-francisco-m1njc52y7b57) — San Francisco, CA
- [Staff Product Manager, Credit](https://feeny.ai/job/staff-product-manager-credit-plaid-new-york-c10256rf054t) — New York, NY
- [Senior Data Engineer - Data Engineering](https://feeny.ai/job/senior-data-engineer-data-engineering-plaid-san-francisco-npfse6fjchyj) — San Francisco, CA
- [Technical Support Engineer](https://feeny.ai/job/technical-support-engineer-plaid-london-s5wrw6d3fjzf) — London, United Kingdom
- [Senior Data Engineer](https://feeny.ai/job/senior-data-engineer-plaid-new-york-3d4bppdb194r) — New York, NY
- [Revenue Enablement Leader](https://feeny.ai/job/revenue-enablement-leader-plaid-united-states-evakrqxr5mrb) — United States
- [Senior Product Manager, Consumer](https://feeny.ai/job/senior-product-manager-consumer-plaid-san-francisco-jh39arek688r) — San Francisco, CA
- [Revenue Operations Accountant](https://feeny.ai/job/revenue-operations-accountant-plaid-san-francisco-ehpj09gh3acf) — San Francisco, CA
- [Enterprise Account Management Leader](https://feeny.ai/job/enterprise-account-management-leader-plaid-new-york-87yh5hg07c3n) — New York, NY
- [Software Engineer, Full Stack](https://feeny.ai/job/software-engineer-full-stack-plaid-seattle-m83d415g9yfx) — Seattle, WA