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As a Customer Support Supervisor at Rippling, you will lead a high-performing team, acting as the primary point of contact for all team actions and domains. This role involves ensuring efficient operations, seamless collaboration, and outstanding customer experiences. You will drive team performance and process improvements in a dynamic environment, reporting to the Customer Support Manager and aligning team goals with Rippling’s broader objectives. This is an opportunity to influence the customer journey and contribute to Rippling's success.

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<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">About Rippling</h3><p class="my-4 text-gray-700 leading-relaxed">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.</p><p class="my-4 text-gray-700 leading-relaxed">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.</p><p class="my-4 text-gray-700 leading-relaxed">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.</p><p class="my-4 text-gray-700 leading-relaxed">We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">About the Team</h3><p class="my-4 text-gray-700 leading-relaxed">Rippling’s Customer Support team is a collaborative, dynamic group dedicated to ensuring customer success. With team members spanning the globe, we work closely with Product, Engineering, and Operations teams to deliver seamless support experiences. The team has been instrumental in scaling Rippling’s operations, contributing to our recognition as a top SaaS provider.</p><p class="my-4 text-gray-700 leading-relaxed">By joining the team, you will be part of a culture that values innovation, growth, and customer obsession, with ample opportunities for professional development.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">About the role</h3><p class="my-4 text-gray-700 leading-relaxed">As a Customer Support Supervisor at Rippling, you will lead a high-performing team responsible for delivering exceptional support to our customers. You will act as the point of contact (POC) for all actions and domains within your team, ensuring efficient operations, seamless collaboration, and outstanding customer experiences. This role demands a strategic mindset combined with hands-on leadership skills to drive team performance and process improvements in a dynamic, fast-paced environment.</p><p class="my-4 text-gray-700 leading-relaxed">You will report directly to the Customer Support Manager and play a pivotal role in aligning team goals with Rippling’s broader objectives. This is an exciting opportunity to influence the customer journey, lead a talented team, and contribute to the continued success of Rippling.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">What you will do</h3><h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">Team Leadership and People Management:</h4><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Act as the primary POC for your team, overseeing all operational aspects.</li><li class="leading-relaxed">Lead, mentor, and support team leads in their respective roles, fostering a culture of accountability and excellence.</li><li class="leading-relaxed">Provide coaching, constructive feedback, and professional development opportunities to team members.</li><li class="leading-relaxed">Handle team scheduling, attendance management, and adherence to ensure optimal staffing coverage.</li></ul><h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">Operational Management and Performance:</h4><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Monitor and drive team productivity, ensuring performance metrics are met or exceeded.</li><li class="leading-relaxed">Track adherence to SLAs, response times, and quality benchmarks, addressing any gaps proactively.</li><li class="leading-relaxed">Analyze team performance data and trends to identify areas for improvement and implement solutions.</li></ul><h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">Issue Identification and Resolution:</h4><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Proactively recognize potential issues in customer interactions or workflows and drive timely resolutions.</li><li class="leading-relaxed">Collaborate with cross-functional teams, including Tech, Product, and Operations, to address and resolve complex customer issues.</li><li class="leading-relaxed">Serve as a conduit of information between the Customer Support team and senior management, ensuring goals and updates are communicated effectively.</li></ul><h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">Customer Experience Improvement:</h4><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Identify patterns in customer feedback and operational inefficiencies, providing actionable insights for process optimization.</li><li class="leading-relaxed">Work closely with the Product and Engineering teams to suggest enhancements and stay updated on product developments.</li><li class="leading-relaxed">Assist in creating or updating knowledge base articles to empower customers with self-service solutions.</li></ul><h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">Team Collaboration and Communication:</h4><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Build and maintain strong relationships with internal stakeholders to ensure seamless support operations.</li><li class="leading-relaxed">Actively contribute to team meetings, strategy sessions, and training initiatives.</li><li class="leading-relaxed">Ensure team alignment with Rippling’s customer-centric values and overall mission</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">What you will need</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed"><strong>Experience:</strong> At least 4+ years in customer support, with a minimum of 2 years in a supervisory or leadership role, preferably within SaaS or technology environments.</li><li class="leading-relaxed"><strong>Leadership Skills:</strong> Proven ability to lead and develop a team, with a focus on coaching, feedback, and performance management.</li><li class="leading-relaxed"><strong>Technical Proficiency:</strong> Familiarity with customer support platforms and principles along with a solid understanding of HR or IT systems (preferred).</li><li class="leading-relaxed"><strong>Analytical Mindset:</strong> Strong problem-solving skills, with the ability to analyze data, identify trends, and implement improvements.</li><li class="leading-relaxed"><strong>Communication:</strong> Excellent verbal and written communication skills—clear, concise, and empathetic.</li><li class="leading-relaxed"><strong>Adaptability:</strong> Flexibility to work in US time zones and handle evolving priorities in a fast-paced environment.</li><li class="leading-relaxed"><strong>Customer-First Mindset:</strong> A deep commitment to delivering exceptional customer experiences</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Additional Information</h3><p class="my-4 text-gray-700 leading-relaxed">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 accomodations@rippling.com</p><p class="my-4 text-gray-700 leading-relaxed">This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.</p><p class="my-4 text-gray-700 leading-relaxed">A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.</p><p class="my-4 text-gray-700 leading-relaxed">#li-remote</p><p class="my-4 text-gray-700 leading-relaxed">The pay range for this role is:</p><p class="my-4 text-gray-700 leading-relaxed">69,000 - 120,750 USD per year (US Tier 1)</p><p class="my-4 text-gray-700 leading-relaxed">62,100 - 108,675 USD per year (US Tier 2)</p><p class="my-4 text-gray-700 leading-relaxed">58,650 - 102,638 USD per year (US Tier 3)</p>

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Join our dynamic team as a Payor Relations Manager/Senior Analyst, where you will play a crucial role in shaping and optimizing payer relationships. Responsibilities include leading negotiations with insurance companies for favorable contracts, analyzing financial impacts, developing analytical platforms, crafting robust business cases, overseeing analytics strategies, and managing relationships with key payer stakeholders. You will also conduct reimbursement research, interpret data for billing, ensure compliance, and analyze payor behavior trends to support business development.

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<p class="my-4 text-gray-700 leading-relaxed">Are you a seasoned professional in the healthcare industry with a passion for strategic negotiation and analytics? Join our dynamic team as a Payor Relations Manager/Senior Analyst, where you will play a crucial role in shaping and optimizing our payer relationships.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Key Responsibilities:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Payer Contracting Negotiation: Lead negotiations with insurance companies to secure favorable payer contracts, ensuring optimal terms for both parties.</li><li class="leading-relaxed">Analyzes the potential impact of contract re‐negotiations by building proposed rates into the Contract Management System and modeling the financial impact.</li><li class="leading-relaxed">Analytical Platforms: Spearhead the development of analysis to build a compelling business case to justify rate increases with Payers.</li><li class="leading-relaxed">Business Case Development: Utilize your experience in building robust business cases to support and guide key organizational decisions.</li><li class="leading-relaxed">Analytics: Oversee the development and implementation of analytics strategies to derive actionable insights from complex healthcare data.</li><li class="leading-relaxed">Relationship Management: Build and maintain relationships with key payer stakeholders and organizations.</li><li class="leading-relaxed">Negotiation with Insurance Companies: Leverage your relationships and negotiation skills to negotiate rate increases with insurance companies, ensuring mutually beneficial agreements for all stakeholders.</li><li class="leading-relaxed">Reimbursement research.</li><li class="leading-relaxed">Collect, organize and interpret reimbursement data for CMS1500 and UB for billing.</li><li class="leading-relaxed">Research and coordinates with compliance for Revenue Cycle requirements for facility and non-facility operations.</li><li class="leading-relaxed">Provide feedback to Revenue Cycle for opportunities at financial improvement.</li><li class="leading-relaxed">Analyze payor behavior trends across the nation on a facility/non facility and state‐wide scale.</li><li class="leading-relaxed">Examine outside data from prospective clients and provide analysis to the Business Development/ Sales Team.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Qualifications:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Bachelor's degree in healthcare administration, Business, or a related field; master's degree preferred.</li><li class="leading-relaxed">Minimum of 3-5 years of experience in payer contracting, with a focus on negotiation and analytics.</li><li class="leading-relaxed">Proven track record in building and implementing analytical platforms.</li><li class="leading-relaxed">Strong experience in crafting persuasive business cases.</li><li class="leading-relaxed">In-depth knowledge of healthcare analytics and negotiating with insurance companies.</li></ul><p class="my-4 text-gray-700 leading-relaxed">If you are a strategic thinker with a passion for negotiating and a strong background in analytics, we invite you to bring your expertise to our team. Apply now by submitting your resume to ronel@neolytix.com with the subject line "Payor Relations Manager/Senior Analyst"</p>

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