Director, Customer Support (Platform and Data Products)

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

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 - via new customer growth and launching new products. 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 drive team performance, coaching and developing a team of managers, and liaising directly with Product and Engineering counterparts. 

What you will do

• Scale a 50 person team up to 200, 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 products - specifically in more technical product areas such as: workflow automation, dashboarding / reporting, data ETL, etc.
• 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

Note: This job requires you a to work in the EST/PST shift (6:30 PM - 7:00 AM any 9 hour shift) from the Bangalore office 3 days a week.

Additional Information

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 accomodations@rippling.com

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.