Plaid’s products are being used to enable thousands of developers to build the next generation of financial services applications. When those developers have problems, they turn to the Plaid Support team. Our goal is to help our developers keep their applications running and their end-users happy, as quickly and compassionately as possible.
In Plaid's first Support Operations role, you will work closely with support leadership to build a creative, adaptable, and purposeful environment that empowers our Support team to do their best work. You will drive initiatives to help our Support team improve their productivity and efficiency, which will in turn create a better support experience for our customers. You’ll also partner cross-functionally with teams like Product, Growth, Engineering, Design, etc. to align on best practices and opportunities to meet our goals, as a company and as a team.
You will optimize the staffing and structure of our Support team, standardize metrics and performance criteria, remove friction in our systems, and own strategic planning and OKR development. You will also lead key business initiatives that will impact the future of how our Support organization operates, including but not limited to self-service support, scaling support for our consumer business, and international expansion.
You're likely to succeed in this role if you love customers and are organized, collaborative, and technically-minded. We’re looking for someone with grit and true passion for problem solving to help us drive operational excellence and a world-class support experience.
What excites you...
- Seeing customers succeed, grow and gain value from every interaction with Support
- Being a part of a diverse, dynamic, innovative and super fun Support team
- Partnering with support leadership on strategic planning, OKR development and program management
- Managing and analyzing data to uncover insights and opportunities that will improve the customer experience and shape the future of Support
- Building and maintaining team-level performance metrics and dashboards
- Owning global support headcount and ticket forecasting models to help us meet our SLAs
- Partnering with People team and Support leadership to improve onboarding and ongoing enablement processes
- Optimizing internal documentation, communication cadence and meeting structure
- Maximizing value from support software/tools and managing vendor and/or contractor agreements
- Leading and measuring projects and experiments across all stages from ideation to launch
- Driving global awareness and expansion (i.e. content localization, global/regional nuances, etc.)
- Collaborating with partners across the company —such as Product, Design, Engineering, Growth, Sales, Marketing, Recruiting, PeopleOps, and Business Operations—to drive team performance, cohesion and efficiency
What excites us...
- A passion for customer success and support
- Experience prioritizing ambiguous problem areas, driving alignment, and building consensus across multiple stakeholders
- Knowledge of data analytics and reporting tools (we use tools like Kibana, Periscope, Zendesk, JIRA, Sourcegraph, etc.)
- Program and project management experience
- A thoughtful and friendly communication style
- The ability to work with a high degree of autonomy
- Familiarity with modern web services, APIs and SQL are a plus