Remote Support Team Lead

Company Overview:
Plaid is a leading company in the remote customer support industry, dedicated to providing seamless financial technology solutions to its clients. Plaid's remote work culture prioritizes flexibility, work-life balance, and inclusivity, allowing employees to thrive in a virtual work environment while fostering collaboration and innovation.

Position Summary:
As a Remote Support Team Lead at Plaid, you will play a pivotal role in managing a team of remote customer support specialists to deliver exceptional service to our clients. Your leadership will ensure that our team maintains high performance standards, resolves customer inquiries efficiently, and contributes to the overall success of our customer support operations.

Key Responsibilities:
- Lead and mentor a team of remote customer support specialists to achieve performance goals and deliver excellent service.
- Monitor team performance, provide regular feedback, and implement strategies to improve efficiency and customer satisfaction.
- Handle escalated customer inquiries and ensure timely resolution to maintain high levels of client satisfaction.
- Collaborate with cross-functional teams to address customer issues, improve processes, and enhance the overall customer support experience.
- Analyze data and metrics to identify trends, areas for improvement, and opportunities for team development.

Required Qualifications:
- 3+ years of experience in customer support, with at least 1 year in a leadership or supervisory role.
- Proven track record of successfully managing remote teams and driving performance in a virtual work environment.
- Excellent communication skills, both written and verbal, with the ability to effectively interact with clients and team members remotely.
- Strong problem-solving abilities and a customer-focused mindset to deliver solutions and exceed customer expectations.
- Proficiency in using remote collaboration tools such as Slack, Zoom, and Helpdesk software.

Technical Requirements:
- Dedicated home office setup with high-speed internet connection (minimum 25 Mbps download speed).
- Comfortable working in a remote-first environment with the flexibility to collaborate across different time zones.
- Familiarity with remote team communication tools and video conferencing platforms for seamless virtual interactions.

Desired Skills:
- Experience in the financial technology industry or a related field.
- Knowledge of CRM systems and customer support best practices.
- Ability to adapt to changing priorities and work effectively in a fast-paced, dynamic environment.

Compensation & Benefits:
- Competitive annual salary range of $70,000 - $90,000, commensurate with experience and qualifications.
- Home office stipend or equipment provided to support your remote work setup.
- Flexible working hours with consideration for different time zones to accommodate work-life balance.
- Virtual onboarding process and ongoing training opportunities for professional development.
- Access to remote team collaboration tools and virtual team building activities to foster a sense of community and connection.
- Occasional travel requirements for team meetups and company events.

How to Apply:
To apply for the Remote Support Team Lead position at Plaid, please submit your resume and a cover letter outlining your relevant experience and qualifications for the role. We look forward to reviewing your application and potentially welcoming you to our remote team at Plaid.

Thank you for your interest in joining us in revolutionizing the customer support experience in the remote work landscape.