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Rippling is building a world-class Support team committed to helping customers realize the full potential of its HR, IT, and Finance platform. This Customer Support Manager role focuses on managing multiple frontline support teams and their supervisors, driving performance improvements, and fostering a collaborative team culture.
Key Responsibilities:
- Manage multiple frontline customer support teams, including first-line supervisors
- Track, monitor, and continuously improve performance on key metrics and KPIs
- Oversee and assess customer support team activities, providing real-time performance feedback
- Build and maintain a collaborative, inclusive team culture
- Work cross-functionally with Product and Engineering teams to improve tooling, processes, and efficiency
- Create and maintain documentation for customer support tasks and best practices
- Use data-driven approaches to enhance customer experience and implement scalable processes
- Provide customer feedback and pain points to internal teams
Work Schedule & Location:
This is a hybrid role requiring 3 days per week in the Bangalore office (Monday, Tuesday, Thursday). The role operates on a night shift schedule: 7:30 PM to 5:00 AM IST.
Requirements:
- 5+ years of customer or technical support experience, preferably at a SaaS company; previous experience managing a technical support team is highly preferred; previous experience managing Platform teams is highly preferred
- 2+ years of experience managing managers with a rollup team of 20+ individual contributors, ideally overseeing a customer support or similar customer-facing team
- Strong organizational skills and ability to multitask while helping multiple customers/team members simultaneously
- Experience hiring and managing a distributed team
- Data-driven approach to developing, tracking, and optimizing performance metrics
- Proficiency with data analysis tools (Microsoft Excel, Google Sheets)
- Creative problem-solving skills with experience improving processes
- Courage to challenge the status quo when logic and reason require it
- Empathy and ability to recognize customer needs and identify how Rippling can help
