Customer Support Manager

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 to 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

• Manage multiple frontline customer support teams (you will be managing our first line supervisors in this role)
• Track, monitor & continuously improve performance on key metrics & KPIs 
• Help reinforce an environment of ongoing development and continuous improvement by overseeing and assessing the activities of the customer support team, and providing them with real-time performance-related feedback
• Work cross-functionally with Product and Engineering teams to make the team more efficient with new/improved tooling and processes
• Assist in creating and maintaining documentation pertaining to customer support tasks and best practices
• Review and utilize data to make informed decisions and use scalable processes to enhance and improve the customer experience
• Build and maintain a collaborative, inclusive team culture

What you will need

• 5+ years of customer service and/or industry-related experience, preferably at a SaaS company
• 2+ years of experience managing managers with a (roll up) team of 20+ individual contributors, ideally overseeing a customer support team or similar customer-facing team
• Experience hiring and managing a distributed team
• Strong organizational skills and the ability to multitask while helping multiple customers/team members at the same time
• A data-driven approach to developing, tracking, and optimizing performance metrics 
• Proficiency with data analysis tools (ex: Microsoft Excel, Google Sheets)
• Creative problem solver who enjoys removing blockers for customers in support of the team 
• Courage to challenge the status quo when logic and reason require it. See something broken? Fix it.
• Empathy, the ability to recognize where a customer is coming from, and identify how Rippling can help them