Customer Support Manager, Core

About Rippling

About The Role

What You Will Do

• 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
  

What You Will Need

• 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