Customer Support Manager, Time Off

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 gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @ Rippling.com addresses.

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 to internal discussions around product enhancements. Our Support Organization is composed of product specific teams such as HR, IT and Finance.

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!

What you will do

• Become a subject matter expert on our product through direct customer support and product/engineering interaction
• Lead a team of specialists tasked with providing product support to customers
• Design and develop the onboarding program for team members as the team grows
• Ensure your team is set up with the tools and resources they need to help customers through the product release
• 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 and adapt operating processes and procedures
• Deliver product feedback to Product / Engineering counterparts to reduce the inbound contact rate or resolution time on support interactions
• Communicate effectively with executive leadership on projects, priorities, and goals

What you will need

• PST timezone is preferred
• You have 3-4 years of professional experience managing a Support team within a fast-paced environment, startup, or SaaS organization
• Deep understanding of systems and operations with B2B products
• You have experience directly managing a distributed team
• Proven track record of maintaining SLAs
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Experience should include designing and overseeing training, QA, and metric management programs at scale
• You lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain
• Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through
• Extensive experience with Salesforce Service Cloud

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.

• This role will receive a competitive salary + benefits + equity.

The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.

78,300 - 117,450 USD per year (US Tier 2)

73,950 - 110,925 USD per year (US Tier 3)