Rippling · 5 hours ago
Customer Support Supervisor - Billing
United States
Full-time
Remote
Mid, Senior Level
3+ years expRippling is a company that provides a comprehensive platform for managing HR, IT, and Finance. The Billing Supervisor will lead a team of specialists to support customers with billing and subscription management, ensuring high-quality service and operational excellence.
EmploymentHuman Resources
Responsibilities
Lead a team of Billing Specialists, providing coaching, mentorship, and support to ensure SLA adherence and operational excellence
Monitor and review team metrics, billing queues, escalations, and customer feedback to proactively identify trends and improvement opportunities
Conduct daily and weekly operational checks, including queue reviews, TFR metrics, backlog monitoring, and EOD reporting
Ensure team readiness by overseeing staffing, agent availability, and cross-training for coverage across billing workflows
Collaborate with Product, Finance, and Engineering to resolve complex billing cases, refunds, and subscription issues
Develop, implement, and maintain training programs, QA processes, and internal documentation specific to billing support
Conduct 1:1s, performance reviews, and provide actionable feedback to drive individual and team growth
Lead operational projects, data analysis, and trend reporting to support decision-making and continuous improvement
Facilitate team meetings, stand-ups, and weekly huddles to review metrics, share best practices, and maintain engagement
Ensure compliance with financial policies, procedures, and escalation processes while maintaining a customer-first approach
Qualification
Required
At least 3-4 years of experience managing a Support or Billing team in a fast-paced, SaaS, or startup environment
Deep understanding of billing operations, subscription management, refunds, financial workflows, and customer support processes
Experience with queue management, metrics tracking, and reporting tools (Salesforce Service Cloud, Tableau, etc.)
Strong coaching and leadership skills; ability to mentor, train, and grow a high-performing team
Excellent communication skills; ability to simplify complex topics for both team and customers
Strong problem-solving abilities, attention to detail, and experience managing escalations effectively
Ability to operate independently, prioritize tasks, and adapt to evolving business needs
Expertise in creating, auditing, and maintaining internal documentation, process guides, and QA frameworks
Knowledge of compliance, refunds, and invoice management best practices, with the ability to ensure accuracy across all billing interactions
A data-driven mindset with the ability to analyze metrics, identify trends, and implement improvements
Benefits
Benefits
Equity
Company
Rippling
Rippling is a workforce management platform that unifies HR, IT, and finance operations into a single system.
1001-5000 employees
H1B Sponsorship
Rippling has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (42)
2023 (70)
2022 (81)
2021 (33)
2020 (6)
Funding
Current Stage
Late StageTotal Funding
$2.44BKey Investors
CoatueGreenoaksFounders Fund
2025-05-09Series G· $450M
2024-04-22Series F· $200M
2024-04-22Secondary Market· $590M
Leadership Team
Albert Strasheim
Chief Technology Officer
Adil Syed
CFO
Recent News
2026-01-24
initialized.com
2026-01-21
Company data provided by crunchbase