About Rippling

Rippling is the first way for businesses to manage their HR & IT — from payroll and benefits, to employee computers and apps — all in one, modern system. 

In just 90-seconds, a company can set up (or disable) an employee’s payroll, health insurance, work computer, and third-party apps, like Gmail, Microsoft Office, and Slack. It’s the only platform that truly unifies every employee system, and automates all of the administrative work. 

Rippling is HQ in San Francisco and has raised $60M in Series A funding from top-tier investors, including Kleiner Perkins, Initialized, DFJ, and Y Combinator. 

About The Role

As Rippling has grown, our customers have increasingly depended on reliable, easy-to-use product resources, such as videos, articles, and how-to's. We're hiring a Head of Content and Community to help us create an excellent self-service experience that delights our customers, empowers them to be independent, and simplifies our own customer operations processes.

We're excited to open a very high profile position that offers a lot of headroom to define long term visions and build the team to get it done.

This is the first dedicated hire for our resource center, so you will be the DRI for driving key content and operational initiatives. The role will include people management, so you will build the profile and hiring plan for growing the team.

What You'll Do

This is an interesting and complex role that spans functions, technologies, and responsibilities. 

• Directly manage all of our customer self-service resources: own the product integration work, editorial work, metrics, and manage the related expenses
• Ship highly engaging and useful content to production: quick answers, reference guides, tutorials and best practices, webinars, etc.
• Work cross-functionally with support to implement self-service initiatives that drive cost efficiency and improve service levels
• Work cross functionally with marketing, product, sales, support, and customer success to build a content roadmap
• Partner with Product to incorporate customer insights into the product UX
• Build a content roadmap and use direct reports, contractors, or cross-functional resources to get that content deployed
• Build a technology roadmap and work with engineering to get those capabilities built

Qualifications

We're looking for candidates who have the following experience, although we're willing to talk to any content nerds with a good head on their shoulders!

• Experience contributing to and managing product or technical content libraries
• Experience owning content metrics – e.g.,:
  • tier 1 customer support ticket resolution, mitigation
  • content utilization and effectiveness
• Excellent written communication skills, with a particular knack for distilling complex things into approachable ones
• Excellent attention to detail
• Strong project management skills to get initiatives off the ground and keep them moving forward

Nice to Haves

• Experience with Zendesk Support Suite – expert with Guide, Answer Bot
• Experience managing a customer community – evangelism, moderation operations
• Experience with app stores and plug-in integration enablement
• Experience managing a certification program for users, third party consultants, channel

Benefits

• Medical, Dental, Vision, FSA, HSA, Commuter, Life and Disability Benefits 
• Uncapped PTO
• Flexible work hours
• Generous parental leave
• Transgender health insurance coverage
• Competitive compensation (salary, equity)
• Meeting-light culture
• Onsite meals

Rippling is an equal opportunity employer.