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