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

PEO and ASO are two of Rippling's fastest growing and critical product categories, and the Payroll Account Services team is critical to delivering core services and ensuring product compliance associated with those two products. The team closely works with Rippling’s Product and Engineering teams to build new customer-facing and internal tooling features, and executes tens of thousands of tasks every year.

This role will have a degree of client focus and will have a major impact on the success of Rippling's PEO and ASO product growth.

You will lead a team of specialists dedicated to getting our customers back on course when challenges arise while collaborating with Product and Engineering to build better internal tooling and customer-facing features.

What you will do

• Manage and grow a team of specialists focused on providing a high and continuously raising bar for customer experience.
• Own the client communication strategy, managing complex operations outreaches and inbound escalations ensuring clear, empathetic, and timely resolutions.
• Build the operating structure to ensure on-time task delivery, oversee team standups, and report on metrics/KPIs to ensure team effectiveness.
• Become a subject matter expert, delivering product feedback to reduce inbound contact rates and improve overall customer experience.
• Design and develop onboarding programs and revised documentation to set the team up for success as we scale.
• Communicate effectively with executive leadership regarding team priorities, goals, and data-driven experimentation results.

What you will need

• 3-4+ years of professional experience in a customer-facing operational role (support, or implementation) within a fast-paced SaaS or startup environment.
• At least 1 year of direct people management experience, preferably overseeing a customer focused team.
• Exceptional written and verbal communication skills with the ability to translate complex compliance issues into easy-to-understand client guidance.
• Strong project management skills, attention to detail, and a proven track record of maintaining SLAs.
• Extensive experience with Salesforce Service Cloud and a deep understanding of B2B product operations.
• A "people-first" attitude, a learning mindset, and the agility to handle evolving business priorities and ambiguity.
• Ability to work in a dynamic environment and a shift between the hours of 8am to 6pm PST.

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 accomodations@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.

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