Customer Support Manager – Platform Full Time NEW

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America’s best startup employers by Forbes.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.

About The Role

As a Customer Support Manager at Rippling, you will lead a high-performing team responsible for delivering exceptional support to our customers. You will act as the point of contact (POC) for all actions and domains within your team, ensuring efficient operations, seamless collaboration, and outstanding customer experiences. This role demands a strategic mindset combined with hands-on leadership skills to drive team performance and process improvements in a dynamic, fast-paced environment.

You will report directly to the Senior Customer Support Manager and play a pivotal role in aligning team goals with Rippling’s broader objectives. This is an exciting opportunity to influence the customer journey, lead a talented team, and contribute to the continued success of Rippling.

What You Will Do

1- Team Leadership and People Management:

• Act as the primary POC for your team, overseeing all operational aspects.
• Lead, mentor, and support team leads in their respective roles, fostering a culture of accountability and excellence.
• Provide coaching, constructive feedback, and professional development opportunities to team members.
• Handle team scheduling, attendance management, and adherence to ensure optimal staffing coverage.

2- Operational Management and Performance:

• Monitor and drive team productivity, ensuring performance metrics are met or exceeded.
• Track adherence to SLAs, response times, and quality benchmarks, addressing any gaps proactively.
• Analyze team performance data and trends to identify areas for improvement and implement solutions.

3- Issue Identification and Resolution:

• Proactively recognize potential issues in customer interactions or workflows and drive timely resolutions.
• Collaborate with cross-functional teams, including Tech, Product, and Operations, to address and resolve complex customer issues.
• Serve as a conduit of information between the Customer Support team and senior management, ensuring goals and updates are communicated effectively.

4- Customer Experience Improvement:

• Identify patterns in customer feedback and operational inefficiencies, providing actionable insights for process optimization.
• Work closely with the Product and Engineering teams to suggest enhancements and stay updated on product developments.
• Assist in creating or updating knowledge base articles to empower customers with self-service solutions.

5- Team Collaboration and Communication:

• Build and maintain strong relationships with internal stakeholders to ensure seamless support operations.
• Actively contribute to team meetings, strategy sessions, and training initiatives.
• Ensure team alignment with Rippling’s customer-centric values and overall mission.

What You Will Need

• Experience: At least 4+ years in customer support, with a minimum of 2 years in a supervisory or leadership role, preferably within SaaS or technology environments.
• Leadership Skills: Proven ability to lead and develop a team, with a focus on coaching, feedback, and performance management.
• Technical Proficiency: Familiarity with customer support platforms and principles along with a solid understanding of HR or IT systems (preferred).
• Analytical Mindset: Strong problem-solving skills, with the ability to analyze data, identify trends, and implement improvements.
• Communication: Excellent verbal and written communication skills—clear, concise, and empathetic.
• Adaptability: Flexibility to work in US time zones and handle evolving priorities in a fast-paced environment.
• Customer-First Mindset: A deep commitment to delivering exceptional customer experiences.

Additional Information

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accomodations@rippling.com

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee’s role.