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
Rippling’s Global Payroll Operations team manages payroll processing and services across 80+ countries around the world. As Rippling continues expanding globally, we are looking for a hyper-focused, customer-obsessed Escalations Lead to serve as our primary champion for customer experience when critical issues arise. This role is driven by a desire to make rapid, lasting improvements that immediately impact the experience of both our largest enterprise accounts and our smallest growing businesses. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 3+ Years Experience: Escalations Management, Account Management, Strategic Customer Support, or Operations at a fast-growing tech company
- Obsessive Customer Focus: Passion for user experience and a track record of building immediate trust in high-stress moments
- High Focus and Ability to Handle Pressure: Hyper-focused under pressure with a strong bias for action during critical incidents
- Product & Technical Curiosity: Deep drive to understand product behavior and perform rigorous root-cause analysis
- R&D Partnership: Strong collaborative muscle to influence Product, Engineering, and CX on permanent fixes
- Structured Communication: Ability to break down complex issues into clear, actionable steps for both technical and executive audiences. Adept at managing communications for both internal and external stakeholders
More about this role
Rippling’s Global Payroll Operations team manages payroll processing and services across 80+ countries around the world. As Rippling continues expanding globally, we are looking for a hyper-focused, customer-obsessed Escalations Lead to serve as our primary champion for customer experience when critical issues arise. This role is driven by a desire to make rapid, lasting improvements that immediately impact the experience of both our largest enterprise accounts and our smallest growing businesses.
You are part technical detective and part cross-functional project manager. When sticky, high-friction problems hit, you jump straight into action, unraveling complex scenarios into actionable components. You possess a deep understanding of our product behavior, thrive on rigorous root-cause analysis, and are relentless about driving end-to-end fixes alongside R&D counterparts, internal ops, and cross-functional leadership. You build trust effortlessly with customers, communicate with exceptional clarity, and translate frontline operational friction into high-value product roadmap items.
This is a high-visibility opportunity offering deep exposure to global product operations and an...
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