Consumer Support Specialist

Job Description:

Consumer Support Specialist

United StatesProduct Support – Product Support /Full-time /Remote
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, 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 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Washington D.C., London and Amsterdam.
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