Customer Support Manager, Time Off

Rippling is hiring a Customer Support Manager for its Time Off product. The role leads customer support specialists, develops onboarding and support practices, manages team performance and KPIs, and collaborates with Product and Engineering to improve customer support.

Responsibilities:

• Become a subject matter expert on our product through direct customer support and product/engineering interaction
• Lead a team of specialists tasked with providing product support to customers
• Design and develop the onboarding program for team members as the team grows
• Ensure your team is set up with the tools and resources they need to help customers through the product release
• Own team performance and KPIs and drive improvements with data-driven experimentation
• Be the subject matter expert for support practices
• Collaborate with support leadership to refine and adapt operating processes and procedures
• Deliver product feedback to Product / Engineering counterparts to reduce the inbound contact rate or resolution time on support interactions
• Communicate effectively with executive leadership on projects, priorities, and goals

Requirements:

• You have 3-4 years of professional experience managing a Support team within a fast-paced environment, startup, or SaaS organization
• Deep understanding of systems and operations with B2B products
• You have experience directly managing a distributed team
• Proven track record of maintaining SLAs
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Experience should include designing and overseeing training, QA, and metric management programs at scale
• You lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain
• Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through
• Extensive experience with Salesforce Service Cloud
• PST timezone is preferred