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Rippling is building a world-class Support organization to help customers realize the full potential of its HR, IT, and Finance platform. The Support Organization is composed of product-specific teams (HR, IT, Finance), and this role leads the Time Off support team.
In this position, you will lead a team of support specialists dedicated to providing product support to customers. You will become a subject matter expert on Rippling's Time Off product through direct customer support and collaboration with product and engineering teams. Key responsibilities include:
• Lead and manage a distributed support team, setting them up with the tools and resources needed to help customers
• Design and develop onboarding programs for team members as the team grows
• Own team performance and KPIs, driving improvements through data-driven experimentation
• Maintain SLAs and ensure consistent service quality
• Serve as the subject matter expert for support practices within your domain
• Collaborate with support leadership to refine operating processes and procedures
• Deliver product feedback to Product and Engineering to reduce inbound contact rates and resolution times
• Communicate effectively with executive leadership on projects, priorities, and goals
• Manage training, QA, and metric management programs at scale
You will work in a fast-paced, high-growth SaaS environment where you can directly impact customer success and product development.
REQUIREMENTS:
• 3-4 years of professional experience managing a Support team in a fast-paced environment, startup, or SaaS organization
• Deep understanding of systems and operations with B2B products
• Proven experience directly managing a distributed team
• Demonstrated track record of maintaining SLAs
• Experience designing and overseeing training, QA, and metric management programs at scale
• Extensive experience with Salesforce Service Cloud
• Ability to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Lead by example with a learning mindset, people-first attitude, and strong sense of responsibility
• Self-motivated, detail-attentive, action-driven with ability to take initiative, execute, and follow-through
• PST timezone preferred
