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 & their end-users happy, as quickly & compassionately as possible.
As Plaid's first Support Operations Manager (SOM), you will work closely with support leadership to build a creative, adaptable, & purposeful environment that empowers our Support team to do their best work. You will drive initiatives to help our Support team improve their productivity & 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 & opportunities to meet our goals, as a company & as a team.
The Support Operations Manager will optimize the staffing & structure of our Support team, standardize metrics & performance criteria, remove friction in our systems, & own strategic planning & 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, & international expansion.
You're likely to succeed in this role if you are organized, collaborative, & technically-minded. We're looking for someone with grit & true passion for problem solving to help us drive operational excellence & a world-class support experience.