About the roleThe manager will lead a global 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 Finance, Product, and Customer Success teams to ensure all touchpoints reflect transparency, compliance, and customer trust.
What you will do- Lead and manage the Support team to deliver high-quality customer support across multiple regions and time zones.
- Oversee all customer interactions, including invoicing, payments, refunds, adjustments, and credit memos.
- Design and implement scalable processes for issue resolution, SLA adherence, and escalation management.
- Monitor and analyze KPIs such as ticket turnaround time and CSAT.
- Collaborate with Finance, Engineering, and Product 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 and problem-solving capability.
- Drive automation and system improvements to reduce manual interventions and improve accuracy.
- Ensure compliance with internal controls, financial policies, and data security standards.
What you will need- You have 2-4 years of professional experience with direct People Management of a Support team within a fast paced environment preferably at a SaaS company
- 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
Additional InformationThis role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.
A variety of factors are considered when determining someone's compensation-including a candidate's professional background, experience, and location. Final offer amounts may vary from the amounts listed below.
