Supervisor Benefits Operations - CX

Rippling; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Rippling is seeking an Operations Supervisor for its India-based Benefits Carrier Connections team in Bengaluru. You will lead a CX specialists team, manage end-to-end carrier connection cases, and drive operational excellence to ensure seamless benefits administration for our clients.

You will coordinate with health carriers, support rapid dispute resolution, mentor team members, monitor SLAs, and contribute to process improvements and SOP creation with Product and Engineering.

Qualifications

• 5+ years in a customer-facing operational role with leadership experience.
• 2+ years of experience managing a team of contributors.
• 3+ years of experience with EDI file transmissions (834 or proprietary files).
• Strong written and verbal communication with a focus on customer experience.
• Solid project management, attention to detail, and process improvement skills.

Responsibilities

• Oversee and guide a team of CX Specialists handling health carrier connection cases.
• Lead escalations from front-line to de-escalate high-stakes client or carrier issues.
• Track SLAs, response times, and quality benchmarks to ensure top-tier experience.
• Provide coaching and feedback to foster professional growth and performance.
• Be the primary interface for internal stakeholders and collaborate with clients and carriers.
• Contribute to SOP design and cross-functional process improvements with Product and Engineering.

Skills

Customer-facing operations

Mentoring and coaching

Project management

Communication skills

Tools

EDI file transmissions

Job description

Job Description:

About the role

The Benefits team is a cornerstone of Ripplings product offerings, and the Benefits Operations Health Carrier Connections team is essential for ensuring a seamless, automated flow of enrolment and eligibility data across both 1st-party and 3rd-party carrier networks. We manage a high volume of complex health insurance data exchanges every month, and were looking for an Operations Supervisor to lead our India-based team of Customer Experience (CX) Specialists. In this role, you will manage a dedicated team of individual contributors, driving operational excellence, unblocking technical hurdles with carriers, and ensuring our clients experience flawless benefits administration

Your team will be responsible for managing end-to-end CX cases, directly addressing health insurance connection issues, and ensuring an outstanding experience for our clients. By focusing on rapid dispute resolution, proactive carrier communication, and maintaining top-tier data accuracy, your team will play a crucial role in keeping client operations running smoothly while delivering world-class customer satisfaction

This role requires you to be a proactive problem-solver, supporting your team in addressing and resolving complex health insurance system and process issues. You will not only guide your team through identifying root causes but also contribute to implementing fixes that prevent future connection delays and data mismatches. Your work will involve significant collaboration with clients, 1st-party and 3rd-party health carriers, external vendors, and various internal departments. Ultimately, you will have a major impact on the success of Ripplings Benefits platform and the overall satisfaction of our customers

What you will do

• Oversee and guide a team of Health Carrier Connection CX Specialists, providing the support necessary to ensure the smooth handling and resolution of 1st-party and 3rd-party health insurance carrier connection cases.
• Lead critical and complex escalations from the front, stepping into high-stakes client or carrier situations to de-escalate tension, restore confidence, and personally drive swift resolutions
• Track adherence to team SLAs, response times, and quality benchmarks, proactively identifying and addressing any gaps to ensure an outstanding customer experience.
• Provide consistent, high-quality coaching and constructive feedback to team members to foster their professional growth and maintain high performance.
• Act as the primary point of contact for internal stakeholders and work closely with clients and carriers to resolve escalated CX and integration issues.
• Contribute to process design, optimisation of existing workflows, and the creation of new standard operating procedures (SOPs) by working cross-functionally with Product, Engineering, and other internal partner teams.

What you will need

• 5+ years of experience in a customer-facing operational role, ideally within Implementation, Product support and a minimum of 2+ years of experience managing a team
• Proven ability to mentor and develop a team, with a focus on coaching, feedback, and performance management
• 3+ years of experience in EDI file transmissions (834 files or proprietary files) would be good to have
• Strong communication skills (written and verbal) and a deep commitment to delivering exceptional customer experiences.
• Strong project management and organisational skills: good attention to detail with excellent work product, time management, and execution.
• Strong research and process improvement skills.

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 employees role.