Customer Support Manager - Lead Global SaaS Support

Rippling; San Francisco (CA); Remote; USD 78,000 - 117,000; Full time

Benefits offered by this job

Competitive salary

Benefits

Equity

In-office culture

Job summary

Rippling is building a world-class Support team to help customers realize the full potential of our platform. You will lead a distributed team, becoming the product support SME and driving onboarding, tooling, and process improvements.

We prioritize SLA adherence and data-driven decisions, collaborating with Product/Engineering to reduce resolution times and inbound contacts. In-office culture and US-centric tiers shape compensation and growth.

Qualifications

• 3–4 years of experience managing a Support team in a fast-paced environment, startup, or SaaS organization.
• Deep understanding of B2B products and systems and operations.
• Experience managing a distributed team and maintaining SLAs.
• Ability to design, oversee training, QA, and metrics programs at scale.

Responsibilities

• Become a subject matter expert on Rippling product through direct customer support and product/engineering interaction.
• Lead a team of specialists providing product support to customers.
• Design and develop onboarding program for team members as the team grows.
• Ensure the team has the tools and resources to assist customers during product releases.
• Own team performance and KPIs and drive improvements with data-driven experimentation.
• Be the subject matter expert for support practices.
• Collaborate with support leadership to refine operating processes and procedures.
• Deliver product feedback to Product/Engineering to reduce inbound support time and improve resolution.
• Communicate effectively with executive leadership on projects, priorities, and goals.

Skills

Team management

SaaS experience

Data-driven

Salesforce Service Cloud

Customer support excellence

Distributed team leadership

Stakeholder communication

Tools

Salesforce Service Cloud

Job description

Rippling is building a world-class Support team to help customers realize the full potential of our platform. You will lead a distributed team, becoming the product support SME and driving onboarding, tooling, and process improvements.

We prioritize SLA adherence and data-driven decisions, collaborating with Product/Engineering to reduce resolution times and inbound contacts. In-office culture and US-centric tiers shape compensation and growth.