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Customer Support Manager

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Rippling

3mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    People, HR & Administration

AI generated summary

  • You should have 5+ years in customer service, 2+ years managing a team, experience with distributed teams, strong organizational skills, proficiency in data analysis, and empathy for customers.
  • You will manage support teams, monitor performance metrics, provide feedback, collaborate with other departments, enhance documentation, utilize data for decisions, and foster an 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 (roll up) 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. See something broken? Fix it
  • Empathy, the ability to recognize where a customer is coming from, and identify how Rippling can help them

Responsibilities

  • 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
  • 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

FAQs

What is the main purpose of the Customer Support Manager role at Rippling?

The main purpose of the Customer Support Manager role at Rippling is to manage multiple frontline customer support teams, focusing on helping customers realize the full potential of Rippling, and contributing to the continuous improvement of the support team's performance and processes.

What qualifications are required for this position?

Candidates should have 5+ years of customer service and/or industry-related experience, preferably in a SaaS company, along with 2+ years of experience managing managers and a team of 20+ individual contributors.

Is prior experience in a SaaS company necessary for this role?

While not mandatory, prior experience in a SaaS company is preferred and considered beneficial for this role.

What skills are essential for success in this position?

Essential skills include strong organizational abilities, proficiency with data analysis tools, a data-driven approach to performance metrics, creative problem-solving, empathy, and the courage to challenge the status quo.

Will the Customer Support Manager be actively involved in hiring?

Yes, the Customer Support Manager will be responsible for hiring and managing a distributed customer support team.

What kind of team culture does Rippling promote?

Rippling promotes a collaborative, inclusive team culture, encouraging ongoing development and continuous improvement among team members.

How does the Customer Support Manager use data in their role?

The Customer Support Manager uses data to make informed decisions, develop, track, and optimize performance metrics, and enhance the overall customer experience.

What are some responsibilities of the Customer Support Manager?

Responsibilities include managing frontline support teams, monitoring key performance metrics, providing real-time feedback, working cross-functionally with Product and Engineering, and maintaining documentation related to customer support tasks.

Is previous experience managing a distributed team necessary for this position?

Yes, experience in hiring and managing a distributed team is a requirement for the Customer Support Manager role at Rippling.

What qualities does Rippling value in a Customer Support Manager?

Rippling values qualities such as empathy, problem-solving skills, a strong data-driven focus, the ability to multitask, and the courage to challenge existing processes when necessary.

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Rippling

We make it unbelievably easy to manage HR, IT, and Finance.

Technology
Industry
1001-5000
Employees
2016
Founded Year

Mission & Purpose

Rippling is the first way for businesses to manage all of their HR, IT, and Finance — payroll, benefits, expenses, corporate cards, computers, apps, and more — in one unified workforce platform. By connecting every workforce system to a single source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take onboarding, for example. With Rippling, you can just click a button and set up a new employees' payroll, health insurance, corporate card, work computer, and third-party apps — like Slack, Zoom, and Office 365 — all within 90 seconds. Based in San Francisco, CA, Rippling has raised $700M from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, and Bedrock—and was named one of America's best startup employers by Forbes (#12 out of 500) and the #1 fastest-growing private company in the Bay Area by the San Francisco Business Times.