About Rippling

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.

About the Role

As a Customer Support Manager at Rippling, you will lead a high-performing team responsible for delivering exceptional support to our customers. You will act as the point of contact (POC) for all actions and domains within your team, ensuring efficient operations, seamless collaboration, and outstanding customer experiences. This role demands a proactive, strategic mindset combined with hands-on leadership skills to drive team performance and process improvements in a dynamic, fast-paced environment.

You will report directly to the Senior Manager, Customer Support and play a pivotal role in aligning team goals with Rippling's broader objectives while focusing heavily on talent enablement and team development.

What you will do

Team Leadership and People Management:

• Act as the primary POC for your team, overseeing all operational aspects.
• Lead, mentor, and support team leads in their respective roles, fostering a culture of accountability and excellence.
• Provide coaching, constructive feedback, and professional development opportunities to team members.
• Handle team scheduling, attendance management, and adherence to ensure optimal staffing coverage.
• Drive the onboarding and development of early-career employees, including campus hires and freshers.

Operational Management and Performance:

• Monitor and drive team productivity, ensuring performance metrics are met or exceeded.
• Track adherence to SLAs, response times, and quality benchmarks, addressing any gaps proactively.
• Analyze team performance data and trends to identify areas for improvement and implement solutions.

Enablement and Issue Resolution:

• Proactively recognize potential issues in customer interactions or workflows and drive timely resolutions.
• Collaborate with cross-functional teams, including Tech, Product, and Operations, to address and resolve complex customer issues.
• Design training or enablement programs to improve team proficiency.
• Serve as a conduit of information between the Customer Support team and senior management.

Customer Experience Improvement:

• Identify patterns in customer feedback and operational inefficiencies, providing actionable insights for process optimization.
• Work closely with Product and Engineering teams to suggest enhancements and stay updated on product developments.
• Assist in creating or updating knowledge base articles to empower customers with self-service solutions.

What you will need

• Experience: 6–9 years of experience in customer support or customer-facing teams .
• Leadership Skills: Minimum 3–5 years of mandatory people management experience, with a proven ability to develop teams through coaching and performance management.
• Functional Must-Haves: Hands-on exposure to training or enablement programs and experience managing the development of early-career cohorts (campus hires/freshers).
• Persona: High ownership, initiative, and a people-oriented approach.
• Technical Proficiency: Familiarity with customer support platforms and HR or IT systems (preferred).
• Communication: Excellent verbal and written communication skills—clear, concise, and empathetic.
• Adaptability: Must-have prior Night Shift experience & Flexibility to work in US time zones and handle evolving priorities in a fast-paced environment.
• Customer-First Mindset: A deep commitment to delivering exceptional customer experiences

NOTE:

This role requires you to work in the US timezone.

Work Model: This is a hybrid role based in our Bangalore office (3 days per week).