Job Description

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.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses. What you will do • Become a subject matter expert on the Insurance product through direct customer support and product/engineering interaction
• Lead a team of Insurance 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
• Be the subject matter expert for support practices
• 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
• Deep understanding of systems and operations with B2B products
• You have experience directly managing a distributed team
• Proven track record of maintaining SLAs
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Experience should include designing and overseeing training, QA, and metric management programs at scale
• You lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain
• Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through
• Extensive experience with Salesforce Service Cloud



#li-hybrid