Support Manager at Plaid

We believe that the way people interact with their finances will drastically improve in the next few years. We’re dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo and SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid’s network covers 11,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Salt Lake City, Washington D.C., London and Amsterdam.

With such great growth and reach comes great responsibility - to consumers, customers, and the financial space we’re helping to transform. We care deeply about making sure our policies and processes are transparent, digestible, and in the best interest of consumers, and we take security very seriously. We understand that when it comes to people’s data and finances, trust in Plaid is integral to the success of our app customers and to the end users they serve. To this end, we’re merging work across our support teams -- related to transparency, security and control -- under a single team: Trust and Safety. 

As the manager of Plaid’s Trust and Safety team, you’ll build the team that ensures Plaid delivers on its mission by providing users control of and access to their own financial data. You’ll work directly with end users via email to help them exercise their data protection rights, navigate the Plaid Portal, investigate complex and sensitive issues like fraud, tackle complaints and other compliance related issues. Your goal will be to inform and empower users to make the decisions that are best for their financial lives. 

Leading a small team to execute on these 1:1 support experiences, you’ll take what you learn and inform larger support and product strategy. You’ll work closely with Support leadership, Risk, and Legal teams to operationalize and scale our processes to match Plaid’s growth and ensure we have the systems in place to be successful now and in the future. You’ll partner with our Consumer Privacy product team to deliver best in class, privacy minded experiences and support strategies, for when users need additional assistance. Finally, you’ll coordinate with teams like Communications and Marketing to help inform and execute a broader strategy regarding public-facing support and Plaid’s consumer facing presence online.

You're likely to succeed in this role if you love helping people, have experience building wildly successful teams, can navigate and balance the competing needs of various stakeholders, and have a knack for charting a path forward when there’s not always a clear playbook.

Plaid is proud to be an equal opportunity employer and values diversity at our company. We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws. Plaid is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance with your application or interviews due to a disability, please let us know at accommodations@plaid.com.