Customer Support Supervisor, Flex @ Rippling | Jobright.ai
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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

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Support team managementB2B products understandingSalesforce Service CloudTraining program designKPI managementData-driven experimentationFlexibleAgilePeople-first attitudeAction-drivenDetail-attentive

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

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Rippling is an HR management company that offers a workforce management platform, streamlining HR, and IT operations across organizations.

Funding

Current Stage
Late Stage
Total Funding
$1.99B
Key Investors
CoatueGreenoaksSequoia Capital Global Equities
2024-04-22Series F· $200M
2024-04-22Secondary Market· $590M
2023-03-17Series E· $500M

Leadership Team

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Parker Conrad
Co-Founder and CEO
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Adil Syed
CFO
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Company data provided by crunchbase
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