Customer Support Supervisor, Payroll Integrations
2 Months ago • 2-4 Years
Customer Service
Job Description
Rippling is building a world-class Support team dedicated to helping customers maximize their use of Rippling's HR, IT, and Finance platform. This role involves leading a team of specialists, providing direct product support, and contributing to product enhancements. The supervisor will become a subject matter expert, design onboarding programs, ensure team resources, own performance KPIs, and collaborate with leadership to refine processes. They will also deliver product feedback to engineering and communicate effectively with executives, driving continuous improvement in support practices.
Must Have:
- Become a subject matter expert on our product.
- Lead a team of specialists providing product support.
- Design and develop the onboarding program for team members.
- Ensure your team is set up with tools and resources.
- Own team performance and KPIs, driving improvements.
- Be the subject matter expert for support practices.
- Collaborate with support leadership on processes.
- Deliver product feedback to Product/Engineering.
- Communicate effectively with executive leadership.
- Have 2-4+ years managing a Support team in a fast-paced environment.
- Possess deep understanding of systems and operations with B2B products.
- Have experience directly managing a distributed team.
- Maintain a proven track record of maintaining SLAs.
- Design and oversee training, QA, and metric management programs.
- Have extensive experience with Salesforce Service Cloud.
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. Our Support Organization is composed of product specific teams such as HR, IT and Finance.
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
- Become a subject matter expert on our product through direct customer support and product/engineering interaction
- Lead a team of specialists tasked with providing product support to customers
- Design and develop the onboarding program for team members as the team grows
- Ensure your team is set up with the tools and resources they need to help customers through the product release
- Own team performance and KPIs and drive improvements with data-driven experimentation
- Be the subject matter expert for support practices
- Collaborate with support leadership to refine and adapt operating processes and procedures
- Deliver product feedback to Product / Engineering counterparts to reduce the inbound contact rate or resolution time on support interactions
- Communicate effectively with executive leadership on projects, priorities, and goals
What you will need
- PST or MST timezone only
- You have 2-4+ years of professional experience managing a Support team within a fast-paced environment, startup, or SaaS organization
- Deep understanding of systems and operations with B2B products
- You have experience directly managing a distributed team
- Proven track record of maintaining SLAs
- Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
- Experience should include designing and overseeing training, QA, and metric management programs at scale
- You lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain
- Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through
- Extensive experience with Salesforce Service Cloud
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