Customer Support Supervisor, Global Payroll

4 days ago

Bengaluru Karnataka, India Rippling Full time

**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.

**About the role**:
We are building a world-class support team - committed to helping customers realize the full potential of Rippling - while also adapting to a growing customer base and product ecosystem. We are looking for a Global Payroll Supervisor to take on direct responsibility of supporting our Canada Payroll product. This will be a highly visible and strategic role where the Global Payroll Supervisor will play an integral role in coaching and developing a team while liaising directly with Customers, Product and Engineering counterparts.

**What you will do**:

- Lead a team of Global Payroll 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
- 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
- Canada Payroll experience is a plus
- Deep understanding of systems and operations with B2B products
- You have experience directly managing a distributed team
- Proven track record of maintaining SLAs
- Excellent leadership and team management skills.
- Strong analytical and problem-solving abilities.
- Attention to detail and high level of accuracy.
- Excellent communication and interpersonal skills.
- Ability to handle sensitive information with confidentiality.
- Experience should include designing and overseeing training, QA, and metric management programs at
- Experience in performance management, including conducting evaluations and providing feedback.

**Additional Information**:

- ** This role requires you to work in the PST shift**.
- ** This is a hybrid role. We expect you to be in our Bangalore office for 3 days in the week.

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