Customer Support Lead, Account 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 $1.4B+ 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 in 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

• Take charge of Employee management platform issues for customers from start to finish - while working in a dynamic and fast-paced environment
• Leverage chat, email, and video conferencing functionality to help our customers optimize Rippling to manage employee data i.e. data management, automation, reports, permissions & approvals
• De-escalate and resolve issues by leveraging platform and industry expertise
• Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s needs are met
• Build mental muscle and become a product expert - you’ll be a go-to resource for both customers and coworkers.
• Interact with cross-functional teams to identify areas where we can better serve our customer base through automation, added features, and/or process improvements

What you will need

• Bachelor's degree with strong academic performance 
• 4+ years of work experience in a customer/client-facing role
• A track record of:
• • Taking initiative with limited oversight
  • Problem-solving with a keen eye for details
  • Operating in a time-sensitive environment
  • Learning something new / synthesising lots of information
  • Working in a cross-functional environment
  • Flexibility with changing job duties and responsibilities
  • Clearly expressing a point of view (oral and written)
• Ability to work a shift between the hours of 6:30 PM IST - 7:00 AM IST (any 9-hour shift)