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TITLE

 

Support Manager

COMPANY

 

Plaid Technologies

LOCATION

 

San Francisco, CA, US

Description

Plaid is building the infrastructure that powers the future of financial services, and we’re driven by a desire to enable innovation that benefits consumers. Today, one in every four Americans with a bank account has used apps powered by Plaid, and when these people have questions about managing their data, we want to be there to help. Our customers are regularly engaging with consumers about the Plaid product and experience - our goal is to provide a platform that can take this burden off of our customers and enable us to help the consumers directly and at scale.
 
To start, you will use qualitative and quantitative methods to develop insights about how consumers interact with Plaid. From these insights, you will develop and implement a strategy for building and scaling Consumer Support at Plaid. You  will work with leaders in Engineering, Product, Design, Growth, and Sales to support and improve Plaid’s products and services, and ensure that we’re delivering support to internal and external stakeholders. Success in this role is reflected by the success of the Consumer-Support team: high quality responses, satisfied customers, and happy team members.
 

What excites you

    • Building a team from the ground up
    • Planning and fostering Support career growth
    • Providing regular, actionable feedback to your direct reports
    • Setting goals, defining metrics, and thinking long-term about how to scale a team

What excites us

    • Experience in people management
    • First-hand exposure to B2C support
    • Familiarity with modern web services and APIs
    • People-first attitude with a strong sense of empathy
    • Analytical and data-oriented approach to problem solving
    • Comfort handling issues across multiple communication channels, including email, social, and chat

Apply for the job

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