Senior Director, Travel Support and Operations

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 $1.2B 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

Customer Support is a major differentiator for Rippling - you can tell based on the review sites and our public support status page. We are looking for an experienced support leader to join our team and take on direct responsibility for a growing portion of our product. We will be scaling a team and launching new products in the expense / spend management domain - including travel management. You will own the customer experience in your product area(s) by planning for and building a team, analyzing KPIs and implementing process improvements to improve team performance, coaching and developing a team or managers, and liaising directly with Product and Engineering counterparts. 

What you will do

• Take the reins of an early stage team and lay the groundwork for scale (20 → 75) with a global footprint
• Communicate a strategy with executive leadership on projects, priorities, and goals for the next 12-18 months
• Own team performance and KPIs and drive improvements with data-driven experimentation
• Deliver product feedback to Product / Engineering counterparts to reduce the inbound contact rate or resolution time on support interactions
• Develop and implement a hiring strategy and design the onboarding program for new joiners including domain-specific systems training
• Collaborate with support leadership to refine and adapt operating processes and procedures

What you will need

• You have 10+ years of professional experience in the Travel industry, specifically at a travel management company OR you have 10+ years of professional experience leading a B2B Support team within a fast-paced environment, startup, or SaaS organization
• Strong commercial understanding of the travel/expense management business model, core drivers & technology requirements.
• Strong functional/technical knowledge of relevant systems: GDS (i.e. Travelport), ARC, etc.
• Understanding of the travel sector including but not limited to Loyalty Travel, Online Travel Agencies (OTA’s) and TMC’s (Travel Management Companies).
• Experience directly hiring and managing a distributed team
• Proven track record of success in scaling Support teams and maintaining SLAs
• Experience designing and overseeing training, QA, and metric management programs at scale
• Excellent analytical thinker who can deliver actionable recommendations; analyze various communication channels and develop metrics to track success
• 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

About the team

We are building a world-class support team - committed to helping customers realize the full potential of Rippling - while also adapting to a growing customer base and product ecosystem. Our Customer Support organization is roughly 400 members, while our Customer Experience organization stretches over 1000+ employees! We often collaborate closely with our R&D partners to continuously improve our products and services and to ensure our clients receive a stellar end-to-end Rippling experience.