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 $1.2B 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

We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements. 

If you are the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment - you have what it takes!

What you will do

• Become a subject matter expert (SME) on our payroll product 
• Lead a team of payroll experts across 10 countries, ensuring they provide top-tier support and expertise to Global customers
• Design and develop onboarding programs to equip new team members with the knowledge and skills they need as the team grows.
• Own country’s support performance and key metrics, analyzing data and driving continuous improvements 
• Establish best practices in payroll support, ensuring efficiency and consistency across all regions.
• Collaborate with support delivery leadership to refine and optimize operating processes and procedures.
• Deliver structured product feedback to Product and Engineering teams to help reduce inbound support requests and improve resolution times.
• Communicate effectively with leadership, providing insights on team performance, priorities, and strategic goals.
• Build and maintain a collaborative, inclusive team culture

What you will need

• 5+ years of customer service and/or industry-related experience, preferably at a SaaS company
• 2+ years of experience managing managers with a (roll up) team of 20+ individual contributors, ideally overseeing a customer support team or similar customer-facing team
• 2+ years of experience in Program management
• 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 optimising performance metrics 
• Proficiency with data analysis tools (ex: Microsoft Excel, Google Sheets)
• Creative problem solver 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 recognise where a customer is coming from, and identify how Rippling can help them