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 and 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 11,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Salt Lake City, Washington D.C., London and Amsterdam.
When you’re powering the future of fintech there’s a lot of work to be done, and Plaid’s support team is there to smooth any gaps along the way. We ensure a great experience for everyone-- our customers, their customers (or the consumers who interact with Plaid via our customers’ apps and services), and financial institutions.
With so much growth and opportunity on the horizon we’re at a very exciting moment, and we’re looking for a creative and highly effective leader to help us chart this next phase of our support organization. As the manager for Product Support you’ll sweat “response time” as your primary metric, closely followed by “resolution time” for issues that can be identified and resolved without Technical Support Engineering intervention. With a focus on excellence, we’re looking for someone with creativity and a wide breadth of support experience to tackle this high volume support challenge and deliver exceptional service without compromising speed or efficiency within the context of Plaid’s very technical and complex product.
In the day to day you’ll manage our Product Support Specialists, currently consumer-facing they provide our version of “Tier 1” support, which given Plaid’s product is still highly technical. You’ll also be tasked with scaling this Tier 1-like support strategy, hiring customer-facing Product Support Specialists and evolving our triage-escalation model to provide our Technical Support Engineering teams with more bandwidth to invest in issue resolution, not simply diagnosis. You’ll work alongside your team, interacting directly with customers and consumers, as well as teams across Plaid responsible for ensuring we’re delivering quality products and experiences.
Self-service will also be a big part of this next phase, and we’ll be looking to the Product Support team to lead the charge; we want to ensure customers and consumers can tackle errors and issues in whatever way they prefer, whenever and wherever they need assistance. You’ll work with the Support Experience and Support Operations managers to build the systems, tools, and content to make this a reality.