Rippling · 6 hours ago
Customer Support Supervisor, Flex
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Responsibilities
Become a subject matter expert on our product through direct customer support and product/engineering interaction
Lead a team of specialists tasked with providing product support to customers
Design and develop the onboarding program for team members as the team grows
Ensure your team is set up with the tools and resources they need to help customers through the product release
Own team performance and KPIs and drive improvements with data-driven experimentation
Be the subject matter expert for support practices
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
Qualification
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Required
2-4+ years of professional experience managing a Support team within a fast-paced environment, startup, or SaaS organization
Deep understanding of systems and operations with B2B products
Experience directly managing a distributed team
Proven track record of maintaining SLAs
Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
Experience should include designing and overseeing training, QA, and metric management programs at scale
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
Benefits
Competitive salary
Benefits
Equity
Company
Rippling
Rippling is an HR management company that offers a workforce management platform, streamlining HR, and IT operations across organizations.