Global Customer Support Supervisor (US)

About Rippling
Rippling is the first way for businesses to manage all of their HR & IT—payroll, benefits, computers, apps, and more—in one unified workforce platform.
By connecting every business system to one source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take onboarding, for example. With Rippling, you can just click a button and set up a new employees’ payroll, health insurance, work computer, and third-party apps—like Slack, Zoom, and Office 365—all within 90 seconds.
Based in San Francisco, CA, Rippling has raised $700M from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, and Bedrock—and was named one of America’s best startup employers by Forbes (#12 out of 500).
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.

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

• Supervising the daily operations of the customer service department

• 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

• Train staff in areas of customer support specializations and company policies to improve proficiency and efficiency (assisting with duties where necessary)

• Assist with the development and deployment of support policies, and explain these to team members and customers as appropriate

• Assist in creating and maintaining documentation pertaining to customer support tasks and best practices

• Partner with management to continue Rippling’s ongoing culture of collaboration with our cross-functional partners to ensure that we are continually focused on building the right features to optimize adoption

• Review and utilize data to make informed decisions and use scalable processes to enhance and improve the customer experience

What you will need

• A minimum of 3 years of customer service and/or industry-related experience, preferably at a SaaS company

• A minimum of 1 year of experience in a Team Lead and/or Supervisor role, ideally overseeing a payroll support team or similar customer-facing team

• Willingness to work CST / EST business hours

• Organizational skills and the ability to multitask while helping multiple customers/team members at the same time

• Ability to improve existing processes and workflows for internal and external stakeholders

• Creative problem solver who enjoys removing blockers for customers in support of the team

• Empathy, the ability to recognize where a customer is coming from, and identify how Rippling can help them

• Must be located in the United States

Additional Information (IE Pay Transparency)
We are currently not hiring any applicants in the following Tier 1 locations: New York City, NY, or San Francisco, CA.
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.

• Tier 2: $82,000 - $109,000/year
• Tier 3: $78,000 - $103,000/year

A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed above.