About the job:

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.

About The Role:

- As a Customer Support Manager at Rippling, you will lead a high-performing team responsible for delivering exceptional support to our customers.

- You will act as the point of contact (POC) for all actions and domains within your team, ensuring efficient operations, seamless collaboration, and outstanding customer experiences.

- This role demands a proactive, strategic mindset combined with hands-on leadership skills to drive team performance and process improvements in a dynamic, fast-paced environment.

- You will report directly to the Senior Manager, Customer Support and play a pivotal role in aligning team goals with Rippling's broader objectives while focusing heavily on talent enablement and team development.

What You Will Do:

Team Leadership and People Management:

- Act as the primary POC for your team, overseeing all operational aspects.

- Lead, mentor, and support team leads in their respective roles, fostering a culture of accountability and excellence.

- Provide coaching, constructive feedback, and professional development opportunities to team members.

- Handle team scheduling, attendance management, and adherence to ensure optimal staffing coverage.

- Drive the onboarding and development of early-career employees, including campus hires and freshers.

Operational Management and Performance:

- Monitor and drive team productivity, ensuring performance metrics are met or exceeded.

- Track adherence to SLAs, response times, and quality benchmarks, addressing any gaps proactively.

- Analyze team performance data and trends to identify areas for improvement and implement solutions.

Enablement and Issue Resolution:

- Proactively recognize potential issues in customer interactions or workflows and drive timely resolutions.

- Collaborate with cross-functional teams, including Tech, Product, and Operations, to address and resolve complex customer issues.

- Design training or enablement programs to improve team proficiency.

- Serve as a conduit of information between the Customer Support team and senior management.

Customer Experience Improvement:

- Identify patterns in customer feedback and operational inefficiencies, providing actionable insights for process optimization.

- Work closely with Product and Engineering teams to suggest enhancements and stay updated on product developments.

- Assist in creating or updating knowledge base articles to empower customers with self-service solutions.

What You Will Need;

- Experience: 6-9 years of experience in customer support or customer-facing teams .

- Leadership Skills: Minimum 3-5 years of mandatory people management experience, with a proven ability to develop teams through coaching and performance management.

- Functional Must-Haves: Hands-on exposure to training or enablement programs and experience managing the development of early-career cohorts (campus hires/freshers).

- Persona: High ownership, initiative, and a people-oriented approach.

- Technical Proficiency: Familiarity with customer support platforms and HR or IT systems (preferred).

- Communication: Excellent verbal and written communication skills-clear, concise, and empathetic.

- Adaptability: Must-have prior Night Shift experience & Flexibility to work in US time zones and handle evolving priorities in a fast-paced environment.

- Customer-First Mindset: A deep commitment to delivering exceptional customer experiences

NOTE:

This role requires you to work in the US timezone.

Work Model: This is a hybrid role based in our Bangalore office (3 days per week)