Customer Support Manager, Platform
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 365all within 90 seconds.
Based in San Francisco, CA, Rippling has raised $1.2B from the worlds top investorsincluding Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrockand 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
Ability to work PST schedule
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
Additional Information
Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [email protected]
Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a 40 mile radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.
This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.
A variety of factors are considered when determining someones compensationincluding a candidates professional background, experience, and location. Final offer amounts may vary from the amounts listed below.
The pay range for this role is:
84,000 - 147,000 USD per year(US Tier 1)
75,600 - 132,300 USD per year(US Tier 2)
71,400 - 124,950 USD per year(US Tier 3
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 365all within 90 seconds.
Based in San Francisco, CA, Rippling has raised $1.2B from the worlds top investorsincluding Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrockand 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
Ability to work PST schedule
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
Additional Information
Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [email protected]
Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a 40 mile radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.
This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.
A variety of factors are considered when determining someones compensationincluding a candidates professional background, experience, and location. Final offer amounts may vary from the amounts listed below.
The pay range for this role is:
84,000 - 147,000 USD per year(US Tier 1)
75,600 - 132,300 USD per year(US Tier 2)
71,400 - 124,950 USD per year(US Tier 3