Customer Support Manager - Core

Rippling is a company that provides a comprehensive platform for managing HR, IT, and Finance. The Customer Support Manager will lead a global team to ensure high customer satisfaction and efficient operations, collaborating with various teams to improve processes and customer experience.

Responsibilities:

• Lead and manage the Support team to deliver high-quality customer support across multiple regions and time zones
• Oversee all customer interactions, including invoicing, payments, refunds, adjustments, and credit memos
• Design and implement scalable processes for issue resolution, SLA adherence, and escalation management
• Monitor and analyze KPIs such as ticket turnaround time and CSAT
• Collaborate with Finance, Engineering, and Product teams to identify and resolve recurring issues or process gaps
• Develop and maintain documentation, FAQs, and knowledge base articles to improve customer self-service
• Train and mentor team members to enhance domain knowledge and problem-solving capability
• Drive automation and system improvements to reduce manual interventions and improve accuracy
• Ensure compliance with internal controls, financial policies, and data security standards

Requirements:

• 2-4 years of professional experience with direct People Management of a Support team within a fast paced environment preferably at a SaaS company
• Excellent communication, leadership, and stakeholder management skills
• Experience hiring and managing a distributed team
• Strong organizational skills and the ability to multitask while helping multiple customers/team members at the same time
• A data-driven approach to developing, tracking, and optimizing performance metrics
• Proficiency with data analysis tools (ex: Microsoft Excel, Google Sheets)
• Creative problem solvers who enjoys removing blockers for customers in support of the team
• Courage to challenge the status quo when logic and reason require it. See something broken? Fix it
• Empathy, the ability to recognize where a customer is coming from, and identify how Rippling can help them