Director, Customer Support (Time)
Rippling, Austin, TX, United States
About Rippling
Rippling lets businesses run HR, IT, and Finance in one system, integrating payroll, expenses, benefits, and more to automate every part of the employee lifecycle.
About The Role Customer Support is a major differentiator for Rippling. We need an experienced support leader to take direct responsibility for supporting Rippling’s Time products and related international support experience. You will own the customer experience in your product area(s) by planning for and building a team, analyzing KPIs, implementing process improvements, coaching managers, and liaising with Product and Engineering.
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 to reduce inbound contact rate or resolution time on support interactions.
Communicate effectively with executive leadership on projects, priorities, and goals.
What You Will Need
12+ years of professional experience leading a support team in a fast‑paced environment, startup, or SaaS organization.
Deep understanding of systems and operations with B2B products—specifically in HR and payroll or other technical areas.
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 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 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 and is committed to diversity and inclusion. We do not discriminate based on any protected characteristic and provide reasonable accommodations for candidates with disabilities. For office‑based employees, working in the office at least three days a week is an essential function of the role.
Pay Range 150,000 – 240,000 USD per year (US)
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About The Role Customer Support is a major differentiator for Rippling. We need an experienced support leader to take direct responsibility for supporting Rippling’s Time products and related international support experience. You will own the customer experience in your product area(s) by planning for and building a team, analyzing KPIs, implementing process improvements, coaching managers, and liaising with Product and Engineering.
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 to reduce inbound contact rate or resolution time on support interactions.
Communicate effectively with executive leadership on projects, priorities, and goals.
What You Will Need
12+ years of professional experience leading a support team in a fast‑paced environment, startup, or SaaS organization.
Deep understanding of systems and operations with B2B products—specifically in HR and payroll or other technical areas.
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 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 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 and is committed to diversity and inclusion. We do not discriminate based on any protected characteristic and provide reasonable accommodations for candidates with disabilities. For office‑based employees, working in the office at least three days a week is an essential function of the role.
Pay Range 150,000 – 240,000 USD per year (US)
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