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 headquartered in San Francisco and has raised $200M in funding from top-tier investors, including Kleiner Perkins, Founders Fund, Initialized and Y Combinator.

About the Role

Rippling is looking for an experienced manager to join our customer support team, and focus on our payroll product. In this role, you will manage a team of customer support associates who work with our customers when they have questions and act as the voice of the customer internally to help shape our product roadmap. You will be focused on coaching and mentoring team members, ensuring our customers are supported, and helping to scale the payroll team at Rippling. The customer support team is growing quickly and with your help we will continue to build out our world class customer experience. 

What you’ll do day-to-day:

• Lead a growing team of passionate customer support associates with a focus on helping them develop and grow professionally while driving results

• Help establish an environment of ongoing development and professional/personal development through feedback, coaching and mentorship

• Continue Rippling’s ongoing culture of collaboration with our engineering partners to ensure that we are continually focused on building the right features and reduce inbound support volume

• Communicate team and company initiatives, metrics and OKR’s to measure customer support performance

• Utilize metrics (understand who the top and lowest performers are and why) and use scalable processes to enhance and improve the customer experience

• Review and utilize data to make informed decisions

• Make an impact on Rippling and our customers

What we’re looking for:

• Fluency in spoken and written English

• 3-5 years experience managing a customer support team or managing a similar customer facing team, preferably at a SaaS company

• Advanced knowledge of payroll, ideally in a payroll support supervisory role

• A team player, who is ready to get their hands dirty

• Ability to effectively influence and communicate across teams

• Organizational skills and the ability to multitask while helping multiple customers/team members at the same time

• Detail oriented with the ability to zoom out and improve existing processes and workflows

• Creative problem solver who loves removing blockers for customers and the team

• Empathy, the ability to recognize where a customer is coming from and identify how Rippling can help them

• A leader who has experience using data to evaluate current systems and processes

Benefits: 

Medical, Dental, Vision, FSA, HSA, Commuter, Life and Disability Benefits 

Uncapped PTO

Generous parental leave

Transgender health insurance coverage

Great compensation package (salary, equity)

Meeting-light culture

Rippling is an equal opportunity employer.