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

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.

We are looking for a seasoned support leader to build and manage global teams in our customer support organization. In addition to the day to day operations, this role will also drive awareness around the customer experience and collaborate with cross functional leaders to deliver meaningful improvements to our product. We have a preference for someone located in San Francisco but remote candidates will be considered as well. 

Responsibilities

• Oversee and direct the recruitment, training and growth of an international support team

• Serve as an escalation point to ensure customer issues are resolved in a timely manner - while working with internal stakeholders to expedite resolution

• Identify process gaps and take corrective actions to prevent recurrences of similar issues 

• Collaborate with Product and Engineering to stay up to date on feature and improvement roadmaps and to prioritize new fixes or feature requests rooted in customer issues

• Monitor analytics dashboards and report on metrics / KPIs about support volume and trends 

• Contribute ideas to continuously improve the support experience for our customers

• Partner with cross functional leaders to drive measurable improvement to our products and services.

Qualifications

• 7+ years building and managing customer support teams in the B2B SaaS space

• Experience designing processes, establishing metrics and managing the operations of a global support team in a startup environment

• Solid communication skills and proven ability to motivate and build a team of high-performing managers focused on continuous improvement

• Background in systems and data analysis

• Experience working with Product, Engineering, CSM and Sales teams driving coordination and collaboration between the disparate groups

• Self-starter and demonstrated team player

If you don’t necessarily meet all of the requirements listed here, we still encourage you to apply because skills can be used in lots of different ways, your life experience is equally important sometimes.

Rippling is an equal opportunity employer.