Support Specialist

San Francisco / New York / Remote

Plaid Inc. logo
Plaid Inc.
Plaid helps companies build fintech solutions by making it easy, safe and reliable for people to connect their financial data to apps and services.
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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. So if people have questions about managing their data, we want to be there to help. Our goal is to provide a platform and support experience that empowers consumers with the tools and knowledge they need to be in control of their financial data.
As a Support Specialist focused on the consumer experience, you will need to be a powerhouse executor, determined to provide a seamless consumer experience to the people who inspired Plaid’s mission: consumers. You’ll work directly with consumers via email to help them navigate tools we build to give them control over their data and exercise their data protection rights. You’ll also investigate complex problems, provide guidance on sensitive issues, and answer lots of important questions. Ultimately you’ll provide support that gives consumers the information they need to make the best decisions for themselves.
You're likely to succeed in this role if you love helping people, can work efficiently with a variety of functions and teams, and have a knack for charting a path forward when there’s not always a clear playbook.

What Excites You

  • Directly supporting and working with end users. You are extremely empathetic, and can balance that with the honesty required to provide an exceptional support experience.
  • Getting to flex your investigative, resourceful, and creative approaches to problem solving.
  • Pushing yourself to learn a complex, evolving platform on a technical level so you can educate and help users as they interact with it.
  • Working in a fast-paced, high-autonomy workplace. You’re motivated by collaboration, but you also love to get “in the weeds” and solve problems of your own volition. 
  • Not having a plug-and-play model of support, rather approaching each challenge or new issue with curious eyes.
  • Financial empowerment and equality. We don’t expect you to be a Plaid expert just yet, but you should have a good sense of why what we’re doing here matters! 
  • Being a leader. At Plaid, everyone is an owner, and you take pride in building the foundation of something that will be much bigger than yourself. 

What Excites Us

  • A clear and compelling passion for helping people.
  • Excellent written and verbal communication skills.
  • Demonstrated success working in email-based support; a focus or specialty in the financial or fintech space is a plus.
  • Creative problem solvers who approach challenges from a point of curiosity and naturally start with “yes.”
  • Skill in prioritizing ambiguous problem areas, driving alignment, and building consensus across multiple stakeholders.
  • Significant exposure to Zendesk (or similar) and quick to pick up new tools and technology 
  • Familiarity with fintechs or API products, and/or an interest in learning new technical concepts.
  • Social media management experience or experience writing highly visible, public communication (PR, marketing, journalism) is a bonus.
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.
Job region(s): South America
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