SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Rippling is a unified platform for HR, IT, and Finance that consolidates workforce systems—payroll, expenses, benefits, computers, and third-party apps—into a single interface. The company has raised $1.4B+ from top-tier investors and is headquartered in San Francisco.
You will lead a team of developer support specialists focused on providing product support to customers. This is a hands-on management role where you become a subject matter expert on Rippling's product through direct customer interaction and collaboration with product and engineering teams.
Key responsibilities include:
- Leading and managing a support team tasked with delivering product support to customers
- Becoming a subject matter expert on the product through direct customer support and cross-functional collaboration
- Iterating on onboarding programs as the team scales
- Ensuring your team has the tools and resources needed to support customers through product releases
- Owning team performance metrics and KPIs, driving improvements through data-driven experimentation
- Serving as the subject matter expert for support best practices
- Collaborating with support leadership to refine operating processes and procedures
- Delivering product feedback to Product and Engineering to reduce inbound contact rates and resolution times
- Communicating effectively with executive leadership on projects, priorities, and goals
The role is based in Bangalore and requires working fixed evening/night IST hours equivalent to a 9:30 AM–5:30 PM EST shift. Rippling values in-office collaboration and expects office-based employees to work in-office at least three days per week.
Requirements:
- 2–4+ years of professional experience with direct people management of a support team in a fast-paced, startup, or SaaS environment
- Proven track record of maintaining SLAs
- Ability to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
- Experience designing and overseeing training, QA, and metric management programs at scale
- Leadership 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
- Ability to pass a technical interview using JavaScript, Python, or other programming languages, plus SQL
- Willingness to work fixed evening/night IST hours (9:30 AM–5:30 PM EST equivalent)
