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Plaid // democratizing financial services thru tech
Product, Full Time    New York    Posted: Thursday, December 24, 2020
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Plaid is building the infrastructure that powers the future of financial services, & 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 & 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 & situation in front of us, we don't have a playbook for everything; we encourage curiosity, taking initiative, & 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!), & an opportunity to join Plaid on a long-term basis after the 6 months has been completed, so long as both you & Plaid feel that it is a strong, mutual fit.

You'll be joining a dynamic & diverse team with members who come from a wide range of industries & backgrounds -- from education to hospitality to non-profits. As a cohort, you'll onboard together & 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 & conquer, & most importantly keeping track of lots of moving parts; Plaid is growing quickly, meaning we integrate new information & 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 & bolts! We're not looking at what you've done, but rather what you've got the passion & potential to do -- resumes not required. We know that great talent comes from diverse backgrounds, & there are many ways to demonstrate the characteristics we care about.
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