About RipplingRippling 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.comaddresses.
About the roleWe 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. Our Support Organization is composed of product specific teams such as HR, IT and Finance.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 doBecome a subject matter expert on our product through direct customer support and product/engineering interactionLead a team of developer support specialists tasked with providing product support to customersIterate on the onboarding program for team members as the team growsEnsure your team is set up with the tools and resources they need to help customers through the product releaseOwn team performance and KPIs and drive improvements with data-driven experimentationBe the subject matter expert for support practicesCollaborate with support leadership to refine and adapt operating processes and proceduresDeliver product feedback to Product / Engineering counterparts to reduce the inbound contact rate or resolution time on support interactionsCommunicate effectively with executive leadership on projects, priorities, and goalsWhat you will needYou have 2-4+ years of professional experience with direct people management of a Support team within a fast-paced environment, startup, or SaaS organizationProven track record of maintaining SLAsAble to be flexible and agile in responding to evolving business priorities and dealing with ambiguityExperience should include designing and overseeing training, QA, and metric management programs at scaleYou lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domainSelf-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-throughBe able to pass a technical interview using either Javascript or Python (other programming languages considered) and also SQLIf based in India this role will require working during fixed evening/night IST hoursequivalent toa 9-530 EST shift.Additional InformationRippling 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@rippling.comRippling 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.
