Customer Support Manager - Flex

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 Americas best startup employers by Forbes.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.

About The Role

The manager will lead a team responsible for ensuring seamless operations, high customer satisfaction, and timely resolution of queries. This role requires strong analytical, operational, and leadership skills to manage complex processes and drive continuous improvement in accuracy, efficiency, and customer experience. The manager will collaborate closely with Engineering, Product, and Customer Success teams to ensure all touch points reflect transparency, compliance, and customer trust.

NOTE:

• This role requires you to work between 6.30PM to 3.30AM IST.
• This is a hybrid role. We expect you to be in our Bangalore office for 3 days in the week.
  
  

• Lead and manage the Support team to deliver high-quality customer support across multiple regions and time zones.
• Oversee all customer interactions, including enrollments, contributions, deductions, and transactions.
• 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 Support Leads, Product Managers, and Engineering teams to identify and resolve recurring issues or process gaps.
• Develop and maintain documentation, FAQs, and knowledge base articles to improve customer self-service.
• Train and mentor team members to enhance domain knowledge, improve problem-solving capabilities, and deliver exceptional customer support.
• Drive automation and system improvements to reduce manual interventions and improve accuracy.
• Ensure compliance with internal controls, financial policies, and data security standards.
  
  

• You have 5+ years of professional experience in Customer Support within a fast paced environment preferably at a SaaS company.
• A Minimum of 3+ years of experience with People Management of a Support team or a Customer-Facing team.
• Excellent communication, leadership, and stakeholder management skills.
• Experience hiring and managing a distributed team
• Strong organizational skills and the ability to multitask while helping multiple customers/team members at the same time.
• A data-driven approach to developing, tracking, and optimizing performance metrics
• Proficiency with data analysis tools (ex: Microsoft Excel, Google Sheets)
• Creative problem solvers who enjoys removing blockers for customers in support of the team
• Courage to challenge the status quo when logic and reason require it. See something broken? Fix it
• Empathy, the ability to recognize where a customer is coming from, and identify how Rippling can help them