Support Experience Manager

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. Forbes has recognized Rippling as one of America's best startup employers. As a candidate-centric organization, we emphasize the importance of applicant safety. Please note that all official communication will originate exclusively from @Rippling.com email addresses. About the role We are currently seeking a Support Experience Manager to join our expanding support team. The ideal candidate will possess advanced knowledge of project/program processes and stakeholder management skills essential for ensuring exceptional customer service on a large scale. This role is pivotal in aiding us to achieve our ambitious growth targets by leading various programs and projects related to support activities, encompassing agent training, reporting, process enhancement, change management, and the introduction of new products. The Support Experience Manager will spearhead initiatives aligned with the department's strategy and internal protocols. This role involves collaborating with cross-functional teams to develop and execute initiatives that will facilitate our next phase of global expansion. Moreover, the incumbent will identify opportunities for cost savings and quality enhancements. What you will do - Join the support team with a focus on enhancing the end-to-end experience for diverse customer segments - Establish yourself as a product expert, thought leader, and innovator within the organization - Provide actionable insights on quality by measuring customer satisfaction, collecting feedback, and ensuring exceptional customer experiences - Drive programs across the support organization to enhance the global customer experience - Advocate for the customer by leveraging insights from support interactions to drive product enhancements and boost customer satisfaction with Rippling - Key programs include: - Mapping customer journeys for existing and new products - Enhancing customer self-service capabilities - Decreasing resolution time - Implementing certification and training programs for the support team - Identifying areas for continuous improvement What you will need - 3+ years of experience in program or project management - Background in customer support or customer experience - Proficiency in delivering high-quality customer support interactions - Collaborative work style, innovative mindset, and strong work ethic - Ability to navigate ambiguous environments and make informed decisions based on qualitative and quantitative data - Willingness to actively engage in a startup environment and take initiative to accomplish tasks - Proficiency in utilizing data and metrics to drive improvements, with advanced knowledge of Google Sheets (Pivot Tables, VLookUps) - Proven track record of successfully delivering complex projects and programs, from inception to handover - Experience collaborating with technical and non-technical teams to drive program success - Proficiency in stakeholder management and communication across various organizational levels - Experience in developing processes, project management plans, and schedules - Ability to autonomously drive programs end-to-end to enhance customer experience - Strong verbal and written communication skills, with the ability to present data-driven proposals NOTE: This role necessitates working in the US timezone and entails a hybrid work arrangement. You are expected to be present at our Bangalore office for three days per week. This position is an Individual Contributor role.,