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. Backed by Kleiner Perkins, Lightspeed and Sequoia.
About the role
We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements. Our Support Organization is composed of product specific teams such as HR, IT and Finance. If you are the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment - you have what it takes! Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- PST timezone is preferred
- You have 3-4 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
- You have 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
More about this role
We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements. Our Support Organization is composed of product specific teams such as HR, IT and Finance.
If you are the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment - you have what it takes!
- 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...
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