Director, Customer Support (Time)
Rippling, New York, NY, United States
About the role
Customer Support is a major differentiator for Rippling - you can tell based on the review sites and our public support status page. We are looking for an experienced support leader to join our team and take on direct responsibility of supporting Rippling’s Time products and the related international support experience. You will own the customer experience in your product area(s) by planning for and building a team, analyzing KPIs and implementing process improvements to drive team performance, coaching and developing a team of managers, and liaising directly with Product and Engineering counterparts including supporting any acquisitions that happen along the way.
What you will do
Scale a 60 person team up to 100, with a global footprint
Develop and implement a hiring strategy and design the onboarding program for new joiners with regional payroll expertise
Identify sticking points and implement scalable solutions (training, processes, etc) to achieve higher performance levels
Own team performance and KPIs and drive improvements with data-driven experimentation
Be the subject matter expert for support practices and a resource to cross functional teams
Collaborate with support leadership to refine and adapt operating processes and procedures
Deliver product feedback to Product / Engineering counterparts to reduce the inbound contact rate or resolution time on support interactions
Communicate effectively with executive leadership on projects, priorities, and goals
What you will need
You have 12+ years of professional experience leading a Support team within a fast-paced environment, startup, or SaaS organization
Deep understanding of systems and operations with B2B products - specifically in HR and Payroll but other more technical product areas may be sufficient.
Comfortable working in a hybrid office environment (3 days minimum) if located within commutable proximity of our offices
Experience directly hiring and managing a distributed team with a proven track record of success in scaling Support teams and maintaining SLAs
Experience designing and overseeing training, QA, and metric management programs at scale
Excellent analytical thinker who can deliver actionable recommendations; analyze various communication channels and develop metrics to track success
Lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain
Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through
Extensive experience with Salesforce Service Cloud
Additional Information Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accommodations@rippling.com
Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee’s role.
This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.
A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.
The pay range for this role is: 150,000 - 240,000 USD per year(US)
#J-18808-Ljbffr
What you will do
Scale a 60 person team up to 100, with a global footprint
Develop and implement a hiring strategy and design the onboarding program for new joiners with regional payroll expertise
Identify sticking points and implement scalable solutions (training, processes, etc) to achieve higher performance levels
Own team performance and KPIs and drive improvements with data-driven experimentation
Be the subject matter expert for support practices and a resource to cross functional teams
Collaborate with support leadership to refine and adapt operating processes and procedures
Deliver product feedback to Product / Engineering counterparts to reduce the inbound contact rate or resolution time on support interactions
Communicate effectively with executive leadership on projects, priorities, and goals
What you will need
You have 12+ years of professional experience leading a Support team within a fast-paced environment, startup, or SaaS organization
Deep understanding of systems and operations with B2B products - specifically in HR and Payroll but other more technical product areas may be sufficient.
Comfortable working in a hybrid office environment (3 days minimum) if located within commutable proximity of our offices
Experience directly hiring and managing a distributed team with a proven track record of success in scaling Support teams and maintaining SLAs
Experience designing and overseeing training, QA, and metric management programs at scale
Excellent analytical thinker who can deliver actionable recommendations; analyze various communication channels and develop metrics to track success
Lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain
Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through
Extensive experience with Salesforce Service Cloud
Additional Information Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accommodations@rippling.com
Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee’s role.
This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.
A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.
The pay range for this role is: 150,000 - 240,000 USD per year(US)
#J-18808-Ljbffr