Head of Support Job at Plaid

Head of Support

We work with customers to help them build and scale the best applications on top...

Location

United States

Salary:

124800.00 - 223200.00 USD / Year

Plaid

Expiration Date

Until further notice

Requirements

10+ years in technical/customer support
At least 5+ years leading managers (manager-of-managers) in a scaling B2B SaaS or API company
3+ years running global support operations with measurable improvements in SLAs, CSAT/CES and quality
Background in fintech, payments, or developer/API platforms operating at significant scale, preferred
Proven success owning support outcomes at scale, including incident management and executive-level escalations
Deep experience building and leading distributed teams, with strong hiring, coaching, and performance management muscles across regions and time zones
Strong operational rigor: metrics design, forecasting and capacity planning, process improvement, and support tooling strategy
Demonstrated ability to partner with GTM, Product, and Engineering to influence roadmaps and improve product quality through support insights
Experience using AI and building content/deflection programs and quality frameworks.

Job Responsibility

Own the global support strategy and outcomes across SLAs, CSAT, revenue, and support quality
Unite our customer and consumer support teams into a single, high‑performing organization that is a true differentiator for Plaid
Lead, grow, and coach managers and ICs across regions and time zones
drive performance, calibration, and quality programs at scale
Manage critical incidents and executive‑level escalations in tight partnership with Product, Engineering, Risk, Compliance, GTM, and CS Ops, including post‑incident reviews and process fixes
Evolve support operations, tooling, and knowledge management to drive efficiency, deflection, and consistent, high‑quality experiences for customers and consumers
Own the Customer Success Package business, balancing COGS, revenue, and customer experience
Regularly report on support health and align plans and tradeoffs with Plaid’s executive team and other stakeholders

Fulltime

Head of Support

OnTheGoSystems is a profitable $12M fully remote company behind WPML, one of the...

Location

Salary:

Not provided

OnTheGoSystems

Expiration Date

Until further notice

Requirements

Experience in PHP, JavaScript, CSS, and HTML
Skilled in modern AI technologies and know how to apply them to real support workflows
Experience leading and scaling support or customer-facing teams while maintaining high-quality standards
Experience working directly with clients and can handle complex or sensitive situations calmly and professionally
Experience building or delivering products, understanding engineering trade-offs and practical constraints
Data-driven mindset, using metrics such as resolution time, automation rate, and customer satisfaction to identify root causes and drive continuous improvement

Job Responsibility

Lead our global support organization, including a human support team, AI-powered support systems, and developer-led VIP support
Own the support strategy, performance metrics, and operational standards for the entire support organization
Continuously improve support quality using data by reviewing tickets, measuring customer satisfaction, and identifying recurring issues and key client pain points
Work closely with development teams to turn recurring support problems into product improvements, reducing future support demand
Collaborate with the AI team to expand automation and strengthen the knowledge base that powers our AI support
Act as the final escalation point for complex or sensitive client situations

What we offer

Work from Anywhere
Grow your career
Great teammates
Work-Life balance
A stable company

Head of Support, AMER

The Head of Support, AMER will design and own the strategy for leading and scali...

Location

United States , San Francisco

Salary:

220000.00 - 260000.00 USD / Year

Notion

Expiration Date

Until further notice

Requirements

8–10 years of progressive leadership experience building, scaling, and leading high-performing technical support organizations
4+ years owning and leading the AMER market within a global CX or Support organization
Demonstrated ability to design, implement, and scale robust cross-functional processes spanning go-to-market and technical teams
Proven track record of using data and market insights to shape strategy, influence senior stakeholders, and adapt operations
Ability to independently own, scope, and drive complex, multi-quarter initiatives while also delegating and empowering leaders
Strong executive presence with the ability to influence and align technical and non-technical audiences of all levels
Deep user-centric mindset with a passion for designing experiences that materially improve customer quality of life
Strong analytical, debugging, and problem-solving skills, with experience interrogating data and systems
Experience designing customer and ticket journeys spanning from Tier 0 - AI generated self-serve support to highest point of escalation
Ability to analyze server and client application logs and identify the root cause of errors

Job Responsibility

Design and own the long-term vision, strategy, and roadmap for Support in AMER, and build the organizational structure and leadership bench to deliver against it
Lead and develop a distributed support organization, ensuring clear accountability, effective communication, and strong engagement across locations
Manage and optimize technical and non-technical resources in AMER, ensuring consistent attainment of SLAs and KPIs across both technical and general support teams
Define, set, and continuously refine quarterly and annual targets
partner with sales, success, product, and engineering leadership to drive sustained performance and continuous improvement in the region
Architect and execute our upmarket strategy in AMER, including developing and scaling Enterprise and Premium Support-specific strategies, processes, and policies
Maintain and refine the rhythm of the business and global operating cadence in partnership with other market leads and revenue operations
Expand AMER support to new offices, leading workforce management, implementation and establishing hiring profiles, career ladders, etc.
Represent the Voice of the Customer and influence Product & Engineering roadmap, working closely with User Operations
Identify, scope, and drive innovative cross-functional programs that solve ambiguous and open-ended agent and customer problems

What we offer

Highly competitive cash compensation, equity, and benefits

Fulltime

Head of Support, APAC

The Head of Support, APAC will design and own the strategy for leading and scali...

Location

Australia , Sydney

Salary:

Not provided

Notion

Expiration Date

Until further notice

Requirements

8–10 years of progressive leadership experience building, scaling, and leading high-performing technical support organizations
4+ years owning and leading the APAC market within a global CX or Support organization
Demonstrated ability to design, implement, and scale robust cross-functional processes spanning go-to-market and technical teams
Proven track record of using data and market insights to shape strategy, influence senior stakeholders, and adapt operations to represent the unique variation in the APAC market
Ability to independently own, scope, and drive complex, multi-quarter initiatives while also delegating and empowering leaders and team members to deliver results
Strong executive presence with the ability to influence and align technical and non-technical audiences of all levels through clear narratives and data-driven recommendations
Deep user-centric mindset with a passion for designing experiences that materially improve customer quality of life
Strong analytical, debugging, and problem-solving skills, with experience interrogating data and systems to identify and resolve root causes
Experience designing customer and ticket journeys spanning from Tier 0 - AI generated self-serve support to highest point of escalation
Ability to analyze server and client application logs and identify the root cause of errors

Job Responsibility

Design and own the long-term vision, strategy, and roadmap for Support in APAC, and build the organizational structure and leadership bench to deliver against it
Lead and develop a distributed regional support organization, ensuring clear accountability, effective communication, and strong engagement across locations
Manage and optimize technical and non-technical resources in APAC, ensuring consistent attainment of SLAs and KPIs across both technical and general support teams
Define, set, and continuously refine quarterly and annual targets
partner with sales, success, product, and engineering leadership to drive sustained performance and continuous improvement in the region
Lead and govern the launch and maturation of new languages and market segments in APAC, ensuring operational readiness, resourcing, and localization of support experiences
Architect and execute our upmarket strategy in APAC, including developing and scaling Enterprise and Premium Support-specific strategies, processes, and policies
Maintain and refine the rhythm of the business and global operating cadence in partnership with other market leads and revenue operations, ensuring consistency in information sharing, forecasting, and reporting
Sit on and help steer the APAC leadership team, representing CX and the Voice of the Customer and influencing regional priorities and investments
Identify, scope, and drive innovative cross-functional programs that solve ambiguous and open-ended agent and customer problems, from discovery through execution and measurement

Fulltime

Deputy Head of SEND Support

Deputy Head of SEND Support Salary (£39,669 - £42,010) Joining us as Deputy He...

Location

United Kingdom , Ashton-Under-Lyne

Salary:

39669.00 - 42010.00 GBP / Year

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Strong SEND experience
secure understanding of EHCP processes, funding and legislation
leadership skills to oversee services and initiatives, develop staff and drive continuous improvement
Enhanced DBS check required

Job Responsibility

Support the Head of SEND Support in delivering the college’s inclusion strategy
coordinate high-quality learning support across the college
drive continuous improvement
ensure learners with additional needs are fully supported
lead on EHCP transition and specialist provision such as SEMH
work collaboratively with internal teams and external partners
lead and coordinate the Learning Support Service
ensure effective staff deployment
ensure compliance with SEND Code of Practice and Education Inspection Framework
manage Learning Support and High Needs funding

What we offer

Local Government Pensions scheme
Free on-site Gym at Beaufort Road
Beauty treatments and haircuts
Health care cash plan via Simply Health
saving clubs via Manchester Credit Union
Cycle to work
Costa Coffee on site
Onsite bakery products at Tameside One
The Restaurant at Tameside One
Retail discounts

Fulltime

Head of Customer Support – B2B SaaS / Technology

Head of Customer Support – B2B SaaS / Technology Permanent Location: UK – Remote...

Location

United Kingdom

Salary:

70000.00 - 90000.00 GBP / Year

DataCareers

Expiration Date

Until further notice

Requirements

Experience leading a customer support, service desk, helpdesk or service delivery function in a B2B environment
Background in SaaS, software, IT services or technology-led customer support
Experience managing SLAs, KPIs, escalations and customer satisfaction metrics
Proven ability to improve, restructure or scale a support function
Experience managing multi-tier support models
Strong people leadership skills, including coaching, performance management and team development
Experience working with ticketing, CRM or service management tools
Strong stakeholder management skills, including the ability to communicate clearly with senior internal stakeholders and high-value customers
Comfortable working across more than one location, region or country

Job Responsibility

Lead and develop a customer support function across multiple locations
Define and embed best practice for excellent B2B customer service
Design, implement and improve a multi-tier support model, such as Tier 1, Tier 2 and Tier 3 support
Establish clear KPIs and performance metrics, including response times, resolution times, SLA achievement, escalation rates and customer satisfaction
Use ticketing data and operational insight to identify bottlenecks, improve workflows and drive continuous improvement
Optimise support tools such as Zendesk, Jira Service Management, Freshdesk, Salesforce Service Cloud or similar
Coach, mentor and develop support leads and support agents
Manage team performance, workload, resource planning and cross-location coverage
Act as an escalation point for high-value B2B customers and critical service incidents
Work closely with Product, Engineering, Revenue and Operations teams to improve customer outcomes

Fulltime

Head of Care & Support

HEAD OF CARE & SUPPORT Join a leading provider of high-quality care and support...

Location

United Kingdom , Manchester

Salary:

Not provided

Brook-St Hiredonline

Expiration Date

Until further notice

Requirements

Relevant professional qualification in health and social care (e.g., Level 5 Leadership & Management or equivalent)
Significant experience in a senior care management role within adult social care sectors
Strong leadership and team management skills
Excellent understanding of CQC regulations, compliance standards, and safeguarding procedures
Proven ability to develop and implement strategic plans and operational policies
Exceptional communication and interpersonal skills
Financial acumen with experience managing budgets and resources
Commitment to person-centred care and continuous service improvement
Leadership qualities including resilience, decision-making, problem-solving abilities
Work with the Community Leader to ensure outcomes and objectives are met

Job Responsibility

Lead and oversee the delivery of exceptional care and support services across parts of Manchester for adults with learning disability and autism
Manage, lead and support a team of House leaders, Care Co-ordinator and Health & Safety experts
Ensure the delivery of person-centred care tailored to individual needs
Monitor service quality through audits, feedback, implementing improvements
Build and maintain strong relationships with service users, families, and external stakeholders
Support training and development, recruitment initiatives
Manage budgets, resources, and operational activities
Promote a culture of continuous improvement, innovation, and best practice

What we offer

Flexible working approach
Some remote working

Fulltime

Head of Programme Support

The Programme Support function plays a critical part in delivering key programme...

Location

United Kingdom , Doncaster

Salary:

Not provided

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Project Management qualification
Strong leadership skills
Highly proficient in Microsoft Office
Demonstrable risk management skills

Job Responsibility

Support programmes through administration of programme management tools and co-ordination of the programme support function delivery teams to an agreed end state

What we offer

Generous salary
25 days holiday per year from day one plus bank holidays
up to 6% matched Pension scheme
Group Life Insurance
Health and Wellbeing benefits including Private Health Care and an EAP

Fulltime

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Head of Support

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Head of Support

Head of Support

Head of Support

Head of Support, AMER

Head of Support, APAC

Deputy Head of SEND Support

Head of Customer Support – B2B SaaS / Technology

Head of Care & Support

Head of Programme Support

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