Customer Support Manager - Docs and Work Auth

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.

• This role requires you to work between 7.30PM to 5:00 AM IST
• This is a hybrid role. We expect you to be in our Bangalore office for 3 days in the week (M/T/TH)

• →Manage multiple frontline customer support teams (you will be managing our first line supervisors in this role)
• →Track, monitor & continuously improve performance on key metrics & 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
• →Build and maintain a collaborative, inclusive team culture
• →Work cross-functionally with Product and Engineering teams to make the team more efficient with new/improved tooling and processes and provide customer feedback and pain points
• →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

• →5+ years of customer or technical support and/or industry-related experience, preferably at a SaaS company. Previous experience managing a technical support team is highly preferred. Previous experience managing Platform teams is highly preferred.
• →2+ years of experience managing managers with a (roll up) team of 20+ individual contributors, ideally overseeing a customer support team or similar customer-facing team
• →Strong organizational skills and the ability to multitask while helping multiple customers/team members at the same time
• →Experience hiring and managing a distributed team
• →A data-driven approach to developing, tracking, and optimizing performance metrics 
• →Proficiency with data analysis tools (ex: Microsoft Excel, Google Sheets)
• →Creative problem solver with experience improving processes 
• →Courage to challenge the status quo when logic and reason require it. See something broken? Fix it
• →Empathy, the ability to recognize where a customer is coming from, and identify how Rippling can help them

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accommodations@rippling.com

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.