Customer Support Supervisor
2 days ago
**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 $1.2B 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 Identity Management Support team committed to helping customers realize the full potential of Rippling. Therefore, we’re looking for an experienced supervisor to join our Support organization. In this role, you will be focused on assisting our Customer Support Manager in coaching and mentoring a team of support specialists, ensuring our customers have the best possible experience while assisting to scale the support team at Rippling.
Devices Support is growing quickly and with your help, we will continue to fortify and expand our world-class customer experience.
**What you will do**
- Help re-enforce 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- Train staff in areas of customer support specialisations and company policies to improve proficiency and efficiency (assisting with duties where necessary)- Serve as the first point of escalation in support of investigating and solving customer service complaints- Assist with the development and deployment of support policies, and explain these to team members and customers as appropriate- Assist in creating and maintaining documentation pertaining to customer support tasks and best practices- Partner with management to continue Rippling’s ongoing culture of collaboration with our cross-functional partners to ensure that we are continually focused on building the right features to optimize adoption
- Review and utilize data to make informed decisions and use scalable processes to enhance and improve the customer experience
**What you will need**
- 3-5 years of customer service and/or industry-related experience, preferably at a SaaS company- 1-2 years of experience in a Team Lead and/or Supervisor role, ideally overseeing an Identity Management / Apps Integration support team or a similar customer-facing team- Empathy, the ability to recognise where a customer is coming from, and identify how Rippling can help them- Advanced knowledge of IT concepts and practices (certifications a plus)- Organisational skills and the ability to multitask while helping multiple customers/team members at the same time- Ability to improve existing processes and workflows for internal and external stakeholders- Creative problem solver who enjoys removing blockers for customers in support of the team
- A team player, who is ready to get their hands dirty
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