Rippling

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

Rippling is looking for an experienced customer support manager who is looking to and excited about helping business owners simplify their HR & IT operations. In this role, you will work with a team of customer support associates who are focused on educating our customers on our products, supporting our customers when they have questions and acting as the voice of the customer internally to help shape our product roadmap. You will be focused on increasing our customers happiness, coaching and mentoring team members and helping to scale Rippling.

The customer support team is critical to the success of our customers. Your goal in this role is to increase our customers happiness, coaching and mentoring team members and helping to scale Rippling.

The customer support team is growing and with your help we will continue to build out our first class customer service experience. You will demonstrate empathy, passion and desire to help customers benefit from the Rippling product.

You will

• Lead a growing team of passionate customer support associates with a focus on helping them develop and grow professionally and 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 the features and reduce inbound support volume
• Communicate team and company initiatives, metrics and OKR’s to measure customer support performanceUtilize 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 decisionsMake an impact on Rippling and our customers

Requirements

• Fluency in spoken and written English
• 3-5 years experience managing a customer support team or managing similar customer facing team, preferably at a SaaS company
• 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 outlook with the ability to view 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

Rippling is an equal opportunity employer.