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.
Responsibilities
- 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
Qualifications
- 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
$54,720.00 – $90,000.00 per year
Target base salary for this role is between $54,720 and $90,000 per year encompassing all zones. The target base salary will vary based on the job’s location.
Our geographic zones are as follows:
Zone 1 – New York City and San Francisco Bay Area
Zone 2 – Los Angeles, Seattle, Washington D.C.
Zone 3 – Austin, Boston, Denver, Houston, Portland, Sacramento, San Diego
Zone 4 – Raleigh-Durham and all other US cities
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