Consumer Support Specialist, Plaid
$54.7-90k
Infrastructure and APIs for FinTech
Be an early applicant
Infrastructure and APIs for FinTech
1001+ employees
Be an early applicant
$54.7-90k
1001+ employees
Company mission
Plaid's mission is to unlock financial freedom for everyone.
Role
Who you are
- 1+ years of support experience in a support role and ability to exude a genuine interest and passion for Support
- Effective written and verbal communication
- Strong attention to detail
- Experience communicating technical issues to non-technical consumers
- Working with technical partners
- Experience with Zendesk (or similar CSM), Slack, Google Suite, etc and working in distributed environment
- Experience working with legal, compliance, and privacy partners, preferred
- Knowledge of DSR requirements, preferred
- Experience with AI in a support environment, preferred
- Experience with other multiple types of support channels, such as live chat, social support, etc., preferred
- Knowledge of APIs and FinTech, preferred
What the job involves
- Plaid's suite of products empowers users to seamlessly link up with the applications of their choice. Our consumer support team works to support our consumers by acknowledging, informing, and empowering our consumers through every step of the linking, or unlinking process
- Our consumer support team handles a wide spectrum of issues, spanning from technical queries to concerns regarding security and privacy. As the frontline interface between Plaid and our users, we ensure a smooth and reliable experience for all
- This position will play a crucial role in ensuring efficient and effective customer support operations. Your responsibilities will include prioritizing incoming consumer tickets, diagnosing technical issues, and collaborating with cross-functional teams to deliver timely solutions
- Additionally, you will contribute to process improvement initiatives by identifying areas for optimization and working on projects that streamline workflows
- Respond to an average of 25+ tickets per day while consistently maintaining high CSAT and quality scores
- Triage incoming consumer tickets to ensure proper prioritization of the queue
- Accurately diagnose issues and provide clear, effective resolutions
- Collaborate cross-functionally to resolve consumer challenges and deliver timely, empathetic communication
- Contribute to team projects aimed at improving internal workflows and enhancing the customer experience
Our take
Plaid builds infrastructure that allows a consumer to interact with their bank account on the web through a number of third-party applications, like Venmo, Robinhood, Coinbase, Acorns and LendingClub.
Plaid has integrated with 12,000 financial institutions in the US, Canada, the UK and Europe. About a quarter of people living in North America with bank accounts have linked with Plaid through at least one of the hundreds of apps that leverage Plaid’s application program interfaces (APIs). The platform allows companies to create financial services applications without having to hire their own team of engineers to build out a tool that connects apps to its users’ bank accounts.
This is very valuable in a world where there are increasing number of fintechs, so the demand for Plaid's services are only going to grow. Despite its strong position, it has not been immune to the difficult global economic situtation and was forced to restructure at the end of 2022, laying off some of its workforce. However it is still experiencing growth and is well-positioned to weather the current economic uncertainty.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Apr 2025
$575m
LATE VC
Apr 2021
$425m
SERIES D
Total funding: $1.3bn
Company benefits
- Monthly wellness stipend (gym on us)
- We offer breakfast, lunch, and dinner to keep you well-fed and healthy (when working from the office)
- From medical, life, dental and pension schemes, we’re here to support your physical, mental, and financial wellbeing
- We want everyone to feel ownership over their work - literally, which is why we offer equity to full-time Plaids
- Every Plaid is in control of their career development with our learning stipends, tools, and trainings
- We give Plaids the freedom and flexibility to choose where they work - whether that is in a Plaid office, at home in any supported location, or a mix of both!
- Two weeks of synchronous, company-wide vacation
- We want to make sure you have time to meet your personal needs with unlimited PTO
Company HQ
SoMa, San Francisco, CA
Leadership
Zach Perret
(CEO)He was a Consultant at Bain and previously a Research Fellow and Trustee at Duke before co-founding Plaid
William Hockey
(Board Director)He was previously an associate at Bain and has since moved on from Plaid to become Co-CEO at Column
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