Customer Support Supervisor, Payroll

We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.

What you will do

• Become a subject matter expert on the Insurance product through direct customer support and product/engineering interaction
• Lead a team of Insurance specialists tasked with providing product support to customers
• Design and develop the onboarding program for team members as the team grows
• Ensure your team is set up with the tools and resources they need to help customers through the product release
• Own team performance and KPIs and drive improvements with data-driven experimentation
• Be the subject matter expert for support practices
• 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 2+ years of professional experience managing a Support team within a fast-paced environment, startup, or SaaS organization
• Deep understanding of systems and operations with B2B products
• You have experience directly managing a distributed team
• Proven track record of maintaining SLAs
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Experience should include designing and overseeing training, QA, and metric management programs at scale
• You 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