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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