Product Support Specialist

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Plaid is building the infrastructure that powers the future of financial services, and we are looking for our first cohort of Product Support Specialists to help us scale support for the millions of Americans who rely on Plaid to connect them to the fintech world.

Plaid unlocks financial freedom for everyone, so naturally, support works a little bit differently when you’re delivering on such a meaty mission. At Plaid, the Consumer Support team primarily helps consumers navigate the issues they can’t see; we’re not helping consumers reset their passwords, but rather tackling technical concepts and translating them for a non-technical audience. But we’ve also got to balance the needs of multiple stakeholders while we do it! We’re helping our customers’ customers, so we are constantly working to make sure we get to the best solutions for everyone. And because our work is responsive to the individuals and situation in front of us, we don’t have a playbook for everything; we encourage curiosity, taking initiative, and challenging the status quo.

This cohort of Product Support Specialists will join our Consumer Support Team in March 2021 as a full time, short-term employment arrangement of 6 months (with benefits!), and an opportunity to join Plaid on a long-term basis after the 6 months has been completed, so long as both you and Plaid feel that it is a strong, mutual fit.

You’ll be joining a dynamic and diverse team with members who come from a wide range of industries and backgrounds -- from education to hospitality to non-profits. As a cohort, you’ll onboard together and work as a close-knit unit to support the same shared team goals. What does that look like? Interfacing directly with consumers via email (no phone or chat support), collaborating as a team to divide and conquer, and most importantly keeping track of lots of moving parts; Plaid is growing quickly, meaning we integrate new information and product changes regularly to make sure we’re consistently providing the most accurate, effective support.

It doesn’t matter if you’ve never worked in tech or support before -- we’ll teach you the nuts and bolts! We’re not looking at what you’ve done, but rather what you’ve got the passion and potential to do -- resumes not required. We know that great talent comes from diverse backgrounds, and there are many ways to demonstrate the characteristics we care about.

We’re looking for folks who have:

  • An interest in the world of financial technology
  • An intrinsic drive to help people
  • A “get it done” attitude
  • A knack for picking up new technology
  • A natural sense of curiosity and bias towards action
  • Strong written communication skills: confidence, clarity, brevity

You might be excited about this role if you:

  • Have been working in support, but you’re interested in something different or want to shift in a more technical direction.
  • Have been working in tech, but find yourself seeking a more hands-on role that’s closer to the product.
  • Have never worked in support or tech, but love working with people in a fast-paced environment. Maybe you've spent your past few years working in the hospitality or restaurant industry, or as a teacher, recruiter, executive assistant, or...

What you can expect from us:

  • A hands-on interview process adding up to a total time commitment of ~4 to 5 hours max. We’ve put a lot of thought into building an application and interview process that gives both Plaid and the candidate a strong sense of one another. A focus on real-world, highly applicable exercises will help us both learn if this will be a good fit. 
  • A commitment to working remotely until July 2021. We have offices in Salt Lake City, New York City and San Francisco, and when it’s safe for us all to begin heading back into a physical office, we’d like the members of this cohort to be within commutable distance of one of those locations. 
  • Cohort start date in March 2021.

We know a lot of people talk themselves out of applying for jobs because they aren’t “qualified.” Please don’t let that stand in your way! We won’t be looking at resumes as we evaluate candidates - all we ask is that you take the time to reflect and share your honest thoughts with us. 

We’d recommend setting aside roughly 45 minutes to answer the questions below. If you’re excited to answer these, that’s the best first sign! To view the full application, please click the black "Apply" box towards the top of the page.

Applications close on February 1st, 2021.

**Please note - we are aware that uploading a resume is “required” in order to apply to this role via our website. This is an unfortunate glitch in our applicant tracking system - please feel free to upload a blank page in order to “meet this requirement.” We will not be considering resumes as we evaluate candidates.**

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Location

P.O. Box 636, San Francisco, CA 94102

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