Customer Support Supervisor, Enrollments

About Rippling Rippling, headquartered in San Francisco, CA, has secured over $1.4B in funding from renowned investors such as Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock. It has been recognized as one of America's top startup employers by Forbes. At Rippling, candidate safety is a top priority, and official communications are exclusively sent from @Rippling.com addresses. About the role As part of Rippling's mission to empower customers, we are establishing a top-tier Support team dedicated to helping customers unleash the full potential of Rippling. Team members are instrumental in assisting customers during challenging times and actively participating in internal discussions regarding product improvements. Our Support Organization comprises specialized teams for HR, IT, and Finance functions. If you are the kind of individual who finds excitement in facing daunting challenges head-on and thrives under pressure, you might be the perfect fit for this role! What you will do - Develop a profound understanding of our product by providing direct customer support and collaborating with product/engineering teams - Lead a team of specialists responsible for delivering product support to customers - Create and implement an onboarding program for new team members as the team expands - Ensure your team is equipped with the necessary tools and resources to assist customers effectively during product releases - Take ownership of team performance and KPIs, steering improvements through data-driven experiments - Serve as the go-to expert for support best practices - Work closely with support leadership to enhance operational processes and procedures - Relay product feedback to Product/Engineering teams to minimize the volume and resolution time of support queries - Effectively communicate with executive leadership regarding projects, priorities, and objectives What you will need - Possess 2-4+ years of professional experience managing a Support team in a fast-paced environment, startup, or SaaS company - Strong grasp of systems and operations related to B2B products - Experience in managing a distributed team directly - Demonstrated ability to meet SLAs consistently - Adaptability and agility in responding to evolving business needs and navigating ambiguity - Background in designing and overseeing training, QA, and metric management programs at scale - Lead by example with a growth mindset, prioritizing people, and taking full ownership of your domain - Self-driven, meticulous, action-oriented with a proactive approach to tasks and follow-through - Extensive familiarity with Salesforce Service Cloud Additional Information Rippling places high value on in-office collaboration to nurture a cohesive work environment and corporate culture. For employees based in offices (within a designated radius of a Rippling office), working at the office for a minimum of three days per week, as per the current policy, is considered an essential aspect of their role.,