Customer Support Manager - Benefits Marketplace

About the Role

As a Customer Support Manager at Rippling, you will lead a high-performing team responsible for delivering exceptional support to our customers. You will act as the point of contact (POC) for all actions and domains within your team, ensuring efficient operations, seamless collaboration, and outstanding customer experiences. This role demands a proactive, strategic mindset combined with hands-on leadership skills to drive team performance and process improvements in a dynamic, fast-paced environment.

You will report directly to the Senior Manager, Customer Support and play a pivotal role in aligning team goals with Rippling's broader objectives while focusing heavily on talent enablement and team development.

What you will do

• Lead, mentor, and support team leads in their respective roles, fostering a culture of accountability and excellence.
• Provide coaching, constructive feedback, and professional development opportunities to team members.
• Handle team scheduling, attendance management, and adherence to ensure optimal staffing coverage.
• Drive the onboarding and development of early-career employees, including campus hires and freshers.
• Design and implement scalable processes for issue resolution, SLA adherence, and escalation management.
• Monitor and analyze KPIs such as CSAT, Adherence, and ticket turnaround time.
• Collaborate with cross-functional teams, including Tech, Product, and Operations, to address and resolve recurring or complex customer issues.
• Identify patterns in customer feedback and operational inefficiencies, providing actionable insights for process optimization.
• Train and mentor team members to enhance domain knowledge, improve problem-solving capabilities, and deliver exceptional customer support.
• Analyze team performance data and trends to identify areas for improvement and implement solutions.
• Drive automation and system improvements to reduce manual interventions and improve accuracy.

What you will need

• Experience: 6 - 9 years of experience in customer support or customer-facing teams .
• Leadership Skills: Minimum 3 - 5 years of mandatory people management experience, with a proven ability to develop teams through coaching and performance management.
• Functional Must-Haves: Hands-on exposure to training or enablement programs and experience managing the development of early-career cohorts (campus hires/freshers).
• Persona: High ownership, initiative, and a people-oriented approach.
• Technical Proficiency: Familiarity with customer support platforms and HR or IT systems (preferred).
• Communication: Excellent verbal and written communication skills - clear, concise, and empathetic.
• Adaptability: Must-have prior Night Shift experience & Flexibility to work in US time zones and handle evolving priorities in a fast-paced environment.
• Customer-First Mindset: A deep commitment to delivering exceptional customer experiences

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 accommodations@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.

This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.

A variety of factors are considered when determining someone’s compensation - including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.

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.