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Customer Support Manager, Time Off

Rippling
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Remote$73.4k - $117.5kfull-timePosted 5d ago

About the role

We are building a world-class Support team focused on helping customers realize the full potential of Rippling. Lead a distributed team, own KPIs, and collaborate with Product/Engineering to improve support processes and product feedback.

Responsibilities

  • 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 the inbound contact rate or resolution time on support interactions
  • Communicate effectively with executive leadership on projects, priorities, and goals

Qualifications

  • PST timezone is preferred
  • 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
  • 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
  • Experience designing and overseeing training, QA, and metric management programs at scale
  • Leader with a learning mindset, people-first attitude, and strong sense of responsibility for their domain
  • Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through
  • Extensive experience with Salesforce Service Cloud

Skills

Required:Team leadershipSLA managementTraining program designData-driven experimentationSalesforce Service Cloud

Benefits

  • Competitive salary + benefits + equity
Last updated Oct 21, 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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