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Global Payroll Escalations & Project Lead

Rippling· Operations
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Remote$69.9k - $122.8kfull-timePosted 2w ago

About the role

Rippling’s Global Payroll Operations team seeks a hyper-focused Escalations Lead to own executive escalations, drive cross-functional incident management, and deliver end-to-end fixes that improve product quality and customer retention for 80+ countries.

Responsibilities

  • Own end-to-end management of executive escalations: Serve as the subject-matter expert and drive resolution of complex, cross-functional problems. Orchestrate internal stakeholders to collaborate efficiently, demonstrating control and leadership in high-stakes situations. Communicate complex scenarios with simple, clear, and strategic written and verbal communications.
  • Customer Management and Communication: Jump into high-stakes customer escalations to stabilize critical issues and build immediate trust. Deconstruct problems into crisp updates for our customers and internal stakeholders.
  • Project Manage Incidents: Bring structure to high-friction situations by coordinating action plans, ownership, and cross-functional execution.
  • Root-Cause Analysis: Unravel complex technical and operational issues into actionable components, leading RCAs to prevent recurrence. When an incident or customer escalation arises, you rapidly root cause the situation and develop a plan forward.
  • Analyze trends and root causes: Conduct thorough root cause analysis on each escalation to identify trends and drive effective process improvement. Share trends analysis with executive leadership.
  • Partner directly with customers: Engage with customers to navigate complex challenges, resolve critical issues, and strengthen their trust in Rippling’s products and services.
  • Drive End-to-End Fixes: Partner relentlessly with R&D and Ops to deliver durable fixes and critical roadmap items

Qualifications

  • 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.
  • Extremely driven and ambitious with a bias for action
  • A solid track record of achievement (measurable business impact, increasing responsibility, or awards)
  • Quick learner in a fast-paced, high-growth environment
  • Excellent written and verbal English communication with strong attention to detail
  • Ability to partner cross-functionally with urgency and influence without authority
  • Previous experience in a fast-growth startup is preferred but not required

Skills

Required:Escalations managementCustomer relationship managementRoot-cause analysis

Benefits

  • Competitive salary + benefits
  • Equal opportunity employer
  • Office presence policy: in-office 3 days/week for those within radius of a Rippling office (as per policy)
Last updated Oct 14, 2026. Interested? Apply on the company site.
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About Rippling

#1 Workforce Management System | HR, IT, Finance

Rippling eliminates the friction from running a business, combining HR, IT, and Finance apps on a unified data platform.

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