Customer Support Supervisor

3 Hours ago • 4 Years + • Customer Service

Job Summary

Job Description

Rippling is seeking a Customer Support Supervisor to lead a high-performing team dedicated to providing exceptional customer support. This role involves acting as the primary point of contact for all team actions and domains, ensuring efficient operations and outstanding customer experiences. Responsibilities include team leadership, people management, mentoring, coaching, and performance management. The supervisor will also focus on operational management, monitoring productivity, tracking SLAs, and analyzing performance data to drive improvements. Issue identification and resolution, collaboration with cross-functional teams like Tech and Product, and improving customer experience through feedback analysis and process optimization are key aspects. The role requires strong communication, analytical skills, and a customer-first mindset, with the flexibility to work in US time zones.
Must have:
  • 4+ years in customer support
  • 2+ years in a supervisory/leadership role
  • Proven ability to lead and develop a team
  • Strong problem-solving skills
  • Excellent verbal and written communication
  • Customer-first mindset
Good to have:
  • SaaS or technology environment experience
  • Familiarity with HR or IT systems

Job Details

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 Team

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.

By joining the team, you will be part of a culture that values innovation, growth, and customer obsession, with ample opportunities for professional development.


About the role

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.

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.


What you will do

Team Leadership and People Management:

  • Act as the primary POC for your team, overseeing all operational aspects.
  • Lead, mentor, and support team leads in their respective roles, fostering a culture of accountability and excellence.
  • Provide coaching, constructive feedback, and professional development opportunities to team members.
  • Handle team scheduling, attendance management, and adherence to ensure optimal staffing coverage.

Operational Management and Performance:

  • Monitor and drive team productivity, ensuring performance metrics are met or exceeded.
  • Track adherence to SLAs, response times, and quality benchmarks, addressing any gaps proactively.
  • Analyze team performance data and trends to identify areas for improvement and implement solutions.

Issue Identification and Resolution:

  • Proactively recognize potential issues in customer interactions or workflows and drive timely resolutions.
  • Collaborate with cross-functional teams, including Tech, Product, and Operations, to address and resolve complex customer issues.
  • Serve as a conduit of information between the Customer Support team and senior management, ensuring goals and updates are communicated effectively.

Customer Experience Improvement:

  • Identify patterns in customer feedback and operational inefficiencies, providing actionable insights for process optimization.
  • Work closely with the Product and Engineering teams to suggest enhancements and stay updated on product developments.
  • Assist in creating or updating knowledge base articles to empower customers with self-service solutions.

Team Collaboration and Communication:

  • Build and maintain strong relationships with internal stakeholders to ensure seamless support operations.
  • Actively contribute to team meetings, strategy sessions, and training initiatives.
  • Ensure team alignment with Rippling’s customer-centric values and overall mission


What you will need

  • Experience: 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.
  • Leadership Skills: Proven ability to lead and develop a team, with a focus on coaching, feedback, and performance management.
  • Technical Proficiency: Familiarity with customer support platforms and principles along with a solid understanding of HR or IT systems (preferred).
  • Analytical Mindset: Strong problem-solving skills, with the ability to analyze data, identify trends, and implement improvements.
  • Communication: Excellent verbal and written communication skills—clear, concise, and empathetic.
  • Adaptability: Flexibility to work in US time zones and handle evolving priorities in a fast-paced environment.
  • Customer-First Mindset: A deep commitment to delivering exceptional customer experiences


NOTE:

This role requires you to work in US timezone.

This is a hybrid role. We expect you to be in our Bangalore office for 3 days in the week.

Similar Jobs

Telnyx - Business Development Representative

Telnyx

Denver, Colorado, United States (On-Site)
1 Month ago
Globalization Partners - Software Engineer II

Globalization Partners

India (Remote)
3 Weeks ago
BigID - DevOps Engineer

BigID

Tel Aviv-Yafo, Tel Aviv District, Israel (Hybrid)
3 Weeks ago
gitlab - Senior Product Manager, Tenant Scale

gitlab

(Remote)
1 Month ago
Rippling - Senior Data Scientist, Strategic Finance

Rippling

New York, United States (On-Site)
1 Month ago
Amber - Customer Support Agent with English and Japanese

Amber

Quebec, Canada (Remote)
3 Months ago
ISS Stoxx - Junior Customer Success Data Manager

ISS Stoxx

Haar, Bavaria, Germany (On-Site)
1 Month ago
White Hat Gaming - Customer Support Host

White Hat Gaming

Cape Town, Western Cape, South Africa (Hybrid)
1 Month ago
Axel springer - Customer Support Specialist

Axel springer

Warsaw, Masovian Voivodeship, Poland (Hybrid)
2 Weeks ago
Suki - Enterprise Customer Success Manager

Suki

(Remote)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Nice - Strategic Account Executive

Nice

United States (Remote)
1 Week ago
Cognite - Portfolio Manager

Cognite

Oslo, Oslo, Norway (Hybrid)
4 Months ago
high radius - Consultant

high radius

Hyderabad, Telangana, India (On-Site)
1 Month ago
GoMotive - Account Executive, Enterprise

GoMotive

United States (Remote)
1 Month ago
Palo Alto Networks - Lead, Cortex Strategy and Ops

Palo Alto Networks

Santa Clara, California, United States (On-Site)
2 Weeks ago
Aera Technology - Client Partner

Aera Technology

San Francisco, California, United States (Hybrid)
5 Months ago
Simcorp - Senior Principal Sales Manager

Simcorp

New York, United States (Hybrid)
2 Weeks ago
ZenElectrical - Motion and Video Designer (Marketing)

ZenElectrical

Pune, Maharashtra, India (On-Site)
1 Year ago
extreme network - SR PROGRAMMER - Oracle Fusion Cloud- VBCS/ BI Reports/ OTBI/FRS & SmartView

extreme network

Chennai, Tamil Nadu, India (Hybrid)
8 Months ago
Nintendo - Counsel, Business Transactions

Nintendo

Redmond, Washington, United States (Hybrid)
7 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Bengaluru, Karnataka, India

CME Group - Tech Risk Mgmt Analyst II

CME Group

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Bazaar Voice - Senior Product Designer

Bazaar Voice

Bengaluru, Karnataka, India (Hybrid)
1 Month ago
Zenoti - Manager - Professional Services Operations

Zenoti

Hyderabad, Telangana, India (On-Site)
1 Month ago
Nagarro - Associate Staff Engineer, Mobile Cross Platform

Nagarro

India (Remote)
8 Months ago
Capgemini - ALR Developer

Capgemini

Hyderabad, Telangana, India (On-Site)
2 Weeks ago
luxsoft - UI Developer with React

luxsoft

Bengaluru, Karnataka, India (On-Site)
1 Month ago
London stock Exchange - Senior Specialist, Application Management

London stock Exchange

Bengaluru, Karnataka, India (Hybrid)
3 Weeks ago
PayPal - Sr Machine Learning Engineer

PayPal

Bengaluru, Karnataka, India (Hybrid)
1 Week ago
Emeritus - Sr. Associate - Creative Design

Emeritus

India (On-Site)
11 Months ago
Salesforce - Senior Account Solution Engineer - AI & Data cloud

Salesforce

Mumbai, Maharashtra, India (Hybrid)
3 Weeks ago

Get notifed when new similar jobs are uploaded

Customer Service Jobs

USE Insider - Customer Success Manager

USE Insider

State Of São Paulo, Brazil (Hybrid)
1 Month ago
USE Insider - Working Student (Technical Support)

USE Insider

Berlin, Berlin, Germany (Hybrid)
2 Months ago
Mindtickle - Director, Customer Success

Mindtickle

United States (Remote)
1 Month ago
CyberArk - Enterprise Customer Success Manager

CyberArk

United States (On-Site)
1 Month ago
Thousand Eyes - Customer Success Scale Leader

Thousand Eyes

Mexico City, Mexico (On-Site)
1 Week ago
NCS Soft - Customer Service Lead

NCS Soft

Irvine, California, United States (On-Site)
1 Month ago
Scorewarrior - VIP Support Agent - Spanish Speaking

Scorewarrior

Limassol, Limassol, Cyprus (On-Site)
2 Months ago
Token Metrics - Crypto Customer Success Specialist (Remote)

Token Metrics

Budapest, Hungary (Remote)
8 Months ago
Autodesk - Escalation Lead – Sr. Technical Support Specialist – BIM / Revit

Autodesk

Bengaluru, Karnataka, India (On-Site)
2 Weeks ago
Betson Group - Customer Service & Protection Agent (NL/EN)

Betson Group

Malta, New York, United States (Hybrid)
1 Month ago

Get notifed when new similar jobs are uploaded

About The Company

Bengaluru, Karnataka, India (Hybrid)

San Francisco, California, United States (On-Site)

Bengaluru, Karnataka, India (Hybrid)

San Francisco, California, United States (On-Site)

Seattle, Washington, United States (On-Site)

Bengaluru, Karnataka, India (On-Site)

Bengaluru, Karnataka, India (Hybrid)

Sydney, New South Wales, Australia (Hybrid)

View All Jobs

Get notified when new jobs are added by Rippling

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug