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Customer Support Supervisor

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Rippling

2mo ago

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

AI generated summary

  • You need 4+ years in customer support, 2+ years in a leadership role, strong analytical skills, excellent communication, adaptability, technical proficiency, and a customer-first mindset.
  • You will oversee team operations, mentor leads, manage schedules, monitor performance metrics, analyze data for improvements, resolve issues, collaborate with teams, and enhance customer support processes.

Requirements

  • Experience: At least 4+ years in customer support, with a minimum of 2 years in a supervisory or leadership role, preferably within SaaS or technology environments.
  • Leadership Skills: Proven ability to lead and develop a team, with a focus on coaching, feedback, and performance management.
  • Technical Proficiency: Familiarity with customer support platforms and principles along with a solid understanding of HR or IT systems (preferred).
  • Analytical Mindset: Strong problem-solving skills, with the ability to analyze data, identify trends, and implement improvements.
  • Communication: Excellent verbal and written communication skills—clear, concise, and empathetic.
  • Adaptability: Flexibility to work in US time zones and handle evolving priorities in a fast-paced environment.
  • Customer-First Mindset: A deep commitment to delivering exceptional customer experiences

Responsibilities

  • Act as the primary POC for your team, overseeing all operational aspects.
  • Lead, mentor, and support team leads in their respective roles, fostering a culture of accountability and excellence.
  • Provide coaching, constructive feedback, and professional development opportunities to team members.
  • Handle team scheduling, attendance management, and adherence to ensure optimal staffing coverage.
  • Monitor and drive team productivity, ensuring performance metrics are met or exceeded.
  • Track adherence to SLAs, response times, and quality benchmarks, addressing any gaps proactively.
  • Analyze team performance data and trends to identify areas for improvement and implement solutions.
  • Proactively recognize potential issues in customer interactions or workflows and drive timely resolutions.
  • Collaborate with cross-functional teams, including Tech, Product, and Operations, to address and resolve complex customer issues.
  • Serve as a conduit of information between the Customer Support team and senior management, ensuring goals and updates are communicated effectively.
  • Identify patterns in customer feedback and operational inefficiencies, providing actionable insights for process optimization.
  • Work closely with the Product and Engineering teams to suggest enhancements and stay updated on product developments.
  • Assist in creating or updating knowledge base articles to empower customers with self-service solutions.
  • Build and maintain strong relationships with internal stakeholders to ensure seamless support operations.
  • Actively contribute to team meetings, strategy sessions, and training initiatives.
  • Ensure team alignment with Rippling’s customer-centric values and overall mission.

FAQs

What are the working hours for this role?

The role requires you to work in the EST timezone.

Is this position fully remote?

No, this is a hybrid role, and you are expected to be in the Bangalore office for 3 days a week.

What qualifications are required for the Customer Support Supervisor position?

You need at least 4+ years of experience in customer support, with a minimum of 2 years in a supervisory or leadership role, preferably within SaaS or technology environments.

What is the company culture like at Rippling?

Rippling values innovation, growth, and customer obsession, providing ample opportunities for professional development in a collaborative and dynamic work environment.

Who will I report to in this position?

You will report directly to the Customer Support Manager.

What technical skills are required for this role?

Familiarity with customer support platforms and principles, along with a solid understanding of HR or IT systems, is preferred.

What initiatives will I be responsible for regarding customer experience?

You will be responsible for identifying patterns in customer feedback and operational inefficiencies, providing actionable insights for process optimization, and collaborating with product and engineering teams for enhancements.

How will my leadership skills be applied in this role?

You will lead, mentor, and support team leads, fostering a culture of accountability and excellence, while providing coaching and professional development opportunities to team members.

What is the expected approach to team performance management?

You will monitor and drive team productivity, track adherence to SLAs and performance metrics, analyze data to identify areas for improvement, and implement solutions proactively.

Will I need to collaborate with other teams?

Yes, you will collaborate with cross-functional teams, including Tech, Product, and Operations, to address and resolve complex customer issues.

Is experience in SaaS or technology essential for this role?

While it is preferred, the focus is on having the required experience in customer support and leadership.

What kind of communication skills are necessary for this position?

You need excellent verbal and written communication skills that are clear, concise, and empathetic.

How does Rippling prioritize candidate safety during the hiring process?

Rippling prioritizes candidate safety by ensuring that all official communication will only be sent from @Rippling.com email addresses.

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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.