Customer Support Manager - Docs and Work Auth

Rippling; Bengaluru; Hybrid; INR 2,500,000 - 5,000,000; Full time

Benefits offered by this job

Hybrid role

Job summary

Rippling seeks an experienced leader to scale our customer support organization from Bengaluru, guiding frontline supervisors and a distributed team in a hybrid setup. You will drive KPI governance, process improvements, and cross-functional collaboration with Product and Engineering to deliver a superior customer experience.

The role emphasizes data-driven decision making, documentation, and a culture of ongoing development, with a strong emphasis on empathy and operational excellence.

Qualifications

• 5+ years of customer or technical support experience, preferably at a SaaS company.
• 2+ years of experience managing managers with 20+ individual contributors.
• Data-driven approach to tracking performance metrics.
• Experience hiring and managing distributed teams.
• Proficiency with data analysis tools (Excel, Google Sheets).

Responsibilities

• Manage multiple frontline customer support teams including first-line supervisors.
• Track, monitor & improve performance on key metrics & KPIs.
• Provide real-time performance feedback and foster development.
• Build and maintain a collaborative, inclusive team culture.
• Work cross-functionally with Product and Engineering to improve tooling and processes.
• Create and maintain documentation for support tasks and best practices.
• Use data to make informed decisions and scale processes for customer experience.

Skills

Customer support

Team management

Data analysis

Problem solving

Empathy

Tools

Microsoft Excel

Google Sheets

Job description

About the rol e

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!

NOTE:

• This role requires you to work between 7.30PM to 5:00 AM IST
• This is a hybrid role. We expect you to be in our Bangalore office for 3 days in the week (M/T/TH)

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
• Build and maintain a collaborative, inclusive team culture
• Work cross-functionally with Product and Engineering teams to make the team more efficient with new/improved tooling and processes and provide customer feedback and pain points
• 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

What you will need

• 5+ years of customer or technical support and/or industry-related experience, preferably at a SaaS company. Previous experience managing a technical support team is highly preferred. Previous experience managing Platform teams is highly preferred.
• 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
• Strong organizational skills and the ability to multitask while helping multiple customers/team members at the same time
• Experience hiring and managing a distributed team
• A data-driven approach to developing, tracking, and optimizing performance metrics
• Proficiency with data analysis tools (ex: Microsoft Excel, Google Sheets)
• Creative problem solver with experience improving processes
• 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 [e-mail]

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 defined 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.