SaaS Support Manager: Onboarding & Ops Lead

Rippling; United States; Remote; USD 78,000 - 117,000; Full time

Job summary

Rippling is building a world-class Support team in the United States, focused on helping customers realize the full potential of our platform. You will lead a growing group of product support specialists and collaborate with product and engineering to resolve complex issues.

As a leader, you will shape onboarding, training, and KPI programs, ensuring the team has the tools to excel and meet SLAs while delivering data-driven improvements and strong cross-functional partnerships.

Qualifications

• 3-4 years of professional experience managing a Support team within a fast-paced environment, startup, or SaaS organization.
• Experience designing and overseeing training, QA, and metric management programs at scale.
• Proven track record of maintaining SLAs.

Responsibilities

• 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

Skills

Experience managing a support team

SaaS

Distributed team management

SLAs

Salesforce Service Cloud

Tools

Salesforce Service Cloud

Job description

Rippling is building a world-class Support team in the United States, focused on helping customers realize the full potential of our platform. You will lead a growing group of product support specialists and collaborate with product and engineering to resolve complex issues.

As a leader, you will shape onboarding, training, and KPI programs, ensuring the team has the tools to excel and meet SLAs while delivering data-driven improvements and strong cross-functional partnerships.