The Head of Support at Plaid is a senior leadership position responsible for overseeing the global support strategy and outcomes across customer and consumer support, leading a distributed team that operates across various channels and products. This role involves uniting customer and consumer support teams into a cohesive organization, managing critical incidents, and collaborating with Product, Engineering, Risk, Compliance, GTM, and CS Ops to ensure high-quality experiences for customers. Key responsibilities include evolving support operations, tooling, and knowledge management, owning the Customer Success Package business, and regularly reporting on support health to Plaid’s executive team. The ideal candidate has over 10 years of experience in technical/customer support with at least 5 years leading managers in a scaling B2B SaaS or API company, preferably within fintech, payments, or developer/API platforms operating at significant scale. Strong skills in AI, content/deflection program building, and quality framework development are essential for this highly visible role that shapes end-to-end customer experiences and drives business growth.
Own global support strategy and outcomes across SLAs, CSAT, revenue, and quality.
Unite customer and consumer support teams into a high-performing organization.
Lead, grow, and coach managers and individual contributors across regions.
Manage critical incidents and executive-level escalations with cross-functional teams.
Evolve support operations to drive efficiency, deflection, and consistent experiences.
Own the Customer Success Package business, balancing costs, revenue, and customer experience.
What we're looking for
Over 10 years of experience in technical/customer support, including at least 5 years leading managers.
Proven track record of running global support operations with significant improvements in SLAs and CSAT/CES.
Extensive background in fintech, payments, or developer/API platforms operating at scale.
Strong ability to own support outcomes at scale, managing critical incidents and executive escalations effectively.
Deep experience building and leading distributed teams across regions and time zones.
Demonstrated success in partnering with GTM, Product, Engineering to influence roadmaps through support insights.
Market check
Salary context
This
$124,800–$223,200
range sits above
49%
of similar postings on FindRole.
Peer median band
$130,147–$220,000
Median floor and ceiling across peers.
Typical midpoint (25–75%)
$140,125–$214,900
Middle half of comparable postings.
Based on 238 comparable postings.*
* 240 is the maximum number of comparable postings sampled.
Employer
About Plaid
Plaid is a financial technology company that builds a data network powering digital finance applications, enabling consumers to securely connect their financial accounts to apps and services. Industry: Financial Technology & Data Infrastructure
Plaid currently has
127 open roles
on FindRole.
Listed pay typically runs
$186,000–$262,800
across 127 roles with salary data.
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