About Rippling

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

After becoming one of the fastest-growing startups in the United States ($0 → $13.5B), Rippling is up-leveling our operations as we become a global payment processor. We need someone who can build a team from 0 to 1 in the regulated complaints space. 

We’re looking for a Complaints Manager who will start by owning (read: doing) all the tasks required for our newly established complaints program. Then we will look to scale via process improvement and hiring a team to sustain the operations. 

What you will do

• Manage the entire complaints handling process, ensuring compliance with local and international regulations, and maintain a customer-centric approach.
• Hire, train and lead a team to operationalize the complaints management process with high-quality customer interactions and cross-functional collaboration
• Implement and maintain complaint policies and procedures, using data analysis to identify trends and drive operational improvements.
• Develop and present regular reports to senior management, and support compliance efforts with regulatory bodies.
• Drive continuous improvement and efficiency in complaint management through technology, automation, and stakeholder collaboration.

What you will need

• You have 3-5 years of people management experience leading teams within a fast-paced environment, startup, or SaaS organization - preference for complaints or disputes experience 
• Communicate well-reasoned and/or data-driven proposals in both verbal and written form with multiple stakeholders - including acting as an SME for payments related conversations and investigations
• Experience building processes, project plans, or roadmaps to improve the operational processes or the customer experience
• Experience working cross functionally with technical and non-technical teams to identify owners, set delivery/completion dates, and set up mechanisms to ensure programs are on track
• This position will benefit if the candidate is based in our Dublin office. The candidate is expected to be in the office 3 days per week

About the team

We are building a world-class support team - committed to helping customers realise the full potential of Rippling - while also adapting to a growing customer base and product ecosystem. Our Customer Support organization is roughly 400 members, while our Customer Experience organization stretches over 1000+ 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.