[Hiring] Consumer Support Specialist @Plaid

Role Description

This position will play a crucial role in ensuring efficient and effective customer support operations. Your responsibilities will include:

• 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 a 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

Company Description

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.

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.