Responsibilities
Interface with customers via Zendesk tickets
Troubleshoot customer issues using internal tools and documentation and escalate to Engineering or Partnership teams for resolution
Work on projects with other TSE’s to improve internal and external processes
Respond to 10+ customer tickets per day, meeting quality standards
Contribute to brainstorming and project execution (tooling, documentation, process improvements)
Assist GTM teams with customer escalations
Collaborate with EPD teams on issue resolution
Qualifications
2+ years of experience in a customer-facing role
6+ months of experience working with REST APIs, SQL, CSS, HTML and a coding language (Javascript or Python)
Knowledge of ticketing systems and tools (e.g. Zendesk, Linear), and data visualizations (e.g. Databricks)
Preferred: 6+ months of experience supporting technical projects and/or process improvement
Genuine interest and passion for Support
Commitment to providing a world-class customer experience
Strong written and verbal communication
Self-starter mentality and ability to work independently
Effective time management and ability to balance multiple priorities
Our mission at Plaid is to unlock financial freedom for everyone. To support that mission, we seek to build a diverse team of driven individuals who care deeply about making the financial ecosystem more equitable. We recognize that strong qualifications can come from both prior work experiences and lived experiences. We encourage you to apply to a role even if your experience doesn't fully match the job description. We are always looking for team members that will bring something unique to Plaid!
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.
Please review our Candidate Privacy Notice here https://plaid.com/legal/#candidate-privacy-notice.
Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Plaid provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay is based on factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and skillset, and location. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
