Director of Customer Support

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Remote - USA

Suitcase

Rippling

About Rippling

Rippling is the first way for businesses to manage all of their HR & IT—payroll, benefits, computers, apps, and more—in one unified workforce platform.
By connecting every business system to one source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take onboarding, for example. With Rippling, you can just click a button and set up a new employees’ payroll, health insurance, work computer, and third-party apps—like Slack, Zoom, and Office 365—all within 90 seconds.
Based in San Francisco, CA, Rippling has raised $700M from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, and Bedrock—and was named one of America’s best startup employers by Forbes (#12 out of 500).

About the role

Customer Support is a major differentiator for Rippling - you can tell based on the review sites and our public support status page. We are looking for an experienced support leader to join our team and take on direct responsibility of a growing portion of our product. We will be scaling the team and launching new products through 2022. You will own the customer experience in your product area(s) by planning for and building a team, analyzing KPIs and implementing process improvements to improve team performance, coaching and developing a team or managers, and liaising directly with Product and Engineering counterparts. 

What you will do

  • Scale a 75 person support team up to 300, with a global footprint
  • Develop and implement a hiring strategy and design the onboarding program for new joiners
  • Identify sticking points and implement scalable solutions (training, processes, etc) to achieve higher performance levels
  • Own team performance and KPIs and drive improvements with data-driven experimentation
  • Be the subject matter expert for support practices and a resource to cross functional teams
  • 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

What you will need

  • You have 10+ years of professional experience leading a Support team within a fast-paced environment, startup, or SaaS organization
  • Deep understanding of systems and operations with B2B and B2C products
  • Experience directly hiring and managing a distributed team
  • Proven track record of success in scaling Support teams and maintaining SLAs
  • Experience designing and overseeing training, QA, and metric management programs at scale
  • Excellent analytical thinker who can deliver actionable recommendations; analyze various communication channels and develop metrics to track success
  • 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

About the team

We are building a world-class support team - committed to helping customers realize the full potential of Rippling - while also adapting to a growing customer base and product ecosystem. Our Customer Support organization is roughly 200 members strong, while our Customer Experience organization stretches over 330+ employees! We often collaborate closely with our R&D partners to continuously improve our products and services and to ensure our clients receive a stellar end-to-end Rippling experience. 

If you don’t meet all of the requirements listed here, we still encourage you to apply. No job description is perfect, and we might find an even more suitable opportunity that matches your skills and experience.

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 accommodations[at]rippling.com.

We are committed both to the health of our employees and to promoting a safe and collaborative workplace, and vaccinations are the best way to end the COVID-19 pandemic and to protect our community. In the U.S., where permitted under federal and state law, all offers of employment will be conditioned upon new hires providing proof of vaccination prior to their start date, unless the individual qualifies for an accommodation. For all other locations, vaccinations are strongly encouraged.

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