About Rippling

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B+ from the world's top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.

About The Role

We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements. If you are the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment - you have what it takes!

What You Will Do

Manage multiple frontline customer support teams (you will be managing our first line supervisors in this role)
Track, monitor & continuously improve performance on key metrics & KPIs
Help reinforce an environment of ongoing development and continuous improvement by overseeing and assessing the activities of the customer support team, and providing them with real-time performance-related feedback
Work cross-functionally with Product and Engineering teams to make the team more efficient with new/improved tooling and processes
Assist in creating and maintaining documentation pertaining to customer support tasks and best practices
Review and utilize data to make informed decisions and use scalable processes to enhance and improve the customer experience
Build and maintain a collaborative, inclusive team culture

What You Will Need

8+ years of professional experience leading a Support team in a fast-paced environment, startup, or SaaS organization, specifically managing managers with a total team size of 30+ individual contributors.
Deep understanding of systems and operations for B2B products, especially in HR and Payroll, though experience in other technical product areas may also be sufficient.
Proven success in scaling Support teams and maintaining SLAs, including direct experience hiring and managing distributed teams.
Strong organizational skills and the ability to effectively multitask while supporting multiple customers and team members.
Exemplify a people-first attitude, a learning mindset, and a strong sense of ownership for your domain.
Self-motivated, detail-oriented, and action-driven, with the ability to proactively take initiative, execute, and follow through.
Extensive experience with Salesforce Service Cloud.
Data-driven approach to developing, tracking, and optimizing performance metrics. Proficiency with data analysis tools (e.g., Microsoft Excel, Google Sheets).
Creative problem solver who enjoys removing customer and team blockers.
The courage to challenge the status quo when necessary: identify and fix issues.
Empathy to understand customer needs and effectively identify how Rippling can assist.

NOTE

Comfortable working in a hybrid office environment (3 days minimum) plus working US-business hours (6pm IST to 3am IST).

Additional Information

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [HIDDEN TEXT]

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.

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