Rippling · 14 hours ago
Director, Customer Support (Benefits)
New York, NY
Full-time
Hybrid
Director/Executive
$144K/yr - $252K/yr
12+ years expRippling is a company that provides a unified platform for HR, IT, and Finance, allowing businesses to manage their workforce systems efficiently. They are seeking an experienced support leader to oversee their Benefits product support teams, focusing on team performance, process improvements, and collaboration with cross-functional teams.
EmploymentHuman Resources
Responsibilities
Lead the Benefits Support Cloud managing a total team of 150 people
Develop and implement a hiring strategy and design the onboarding program for new joiners
Identify sticking points and implement scalable solutions (training, processes, etc) to achieve higher performance levels
Own team performance and KPIs and drive improvements with data-driven experimentation
Be the subject matter expert for support practices and a resource to cross functional teams
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
Required
12+ years of professional experience leading a Support team within a fast-paced environment, startup, or SaaS organization
Deep understanding of systems and operations with B2B products - specifically in HR and Benefits but other more technical product areas may be sufficient
Comfortable working in a hybrid office environment (3 days minimum) if located within commutable proximity of our offices
Experience directly hiring and managing a distributed team with a proven track record of success in scaling Support teams and maintaining SLAs
Experience designing and overseeing training, QA, and metric management programs at scale
Excellent analytical thinker who can deliver actionable recommendations; analyze various communication channels and develop metrics to track success
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 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