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
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