Customer Support Team Lead, Travel
3 weeks ago
About the Role:
We 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.
Key Responsibilities:
- Manage multiple frontline customer support teams.
- Track, monitor and continuously improve performance on key metrics and KPIs.
- Help reinforce an environment of ongoing development and continuous improvement by overseeing and assessing the activities of the customer support team, and providing them with real-time performance-related feedback.
- Work cross-functionally with Product and Engineering teams to make the team more efficient with new/improved tooling and processes.
- Assist in creating and maintaining documentation pertaining to customer support tasks and best practices.
- Review and utilize data to make informed decisions and use scalable processes to enhance and improve the customer experience.
- Build and maintain a collaborative, inclusive team culture.
Requirements:
- 5+ years of customer service and/or industry-related experience, preferably at a SaaS company.
- 2+ years of experience managing managers with a team of 20+ individual contributors, ideally overseeing a customer support team or similar customer-facing team.
- Experience hiring and managing a distributed team.
- Strong organizational skills and the ability to multitask while helping multiple customers/team members at the same time.
- A data-driven approach to developing, tracking, and optimizing performance metrics.
- Proficiency with data analysis tools (ex: Microsoft Excel, Google Sheets).
- Creative problem solver who enjoys removing blockers for customers in support of the team.
- Courage to challenge the status quo when logic and reason require it.
- Empathy, the ability to recognize where a customer is coming from, and identify how Rippling can help them.
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.
Why Work at Rippling:
We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.
What We Offer:
A collaborative, inclusive team culture. Opportunities for growth and development. A chance to work with a world-class Support team. And more.
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