Director of Customer Support

About RipplingRippling 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. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.Based in San Francisco, CA, Rippling has raised $1.2B from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.About the roleCustomer Support is a major differentiator for Rippling - you can tell based on the review sites and our public support status page. We are looking for an experienced support leader to join our team and take on direct responsibility for a growing portion of our product. We will be scaling a team and launching new products in the expense / spend management domain - including travel management. You will own the customer experience in your product area(s) by planning for and building a team, analyzing KPIs and implementing process improvements to improve team performance, coaching and developing a team or managers, and liaising directly with Product and Engineering counterparts. What you will doTake the reins of an early stage team and lay the groundwork for scale (20 75) with a global footprintCommunicate a strategy with executive leadership on projects, priorities, and goals for the next 12-18 monthsOwn team performance and KPIs and drive improvements with data-driven experimentationDeliver product feedback to Product / Engineering counterparts to reduce the inbound contact rate or resolution time on support interactionsDevelop and implement a hiring strategy and design the onboarding program for new joiners including domain-specific systems trainingCollaborate with support leadership to refine and adapt operating processes and proceduresWhat you will needYou have 10+ years of professional experience leading a B2B Support team within a fast-paced environment, startup, or SaaS organizationStrong commercial understanding of the travel/expense management business model, core drivers & technology requirements.Strong functional/technical knowledge of relevant systems: GDS (i.e. Travelport), ARC, etc.Understanding of the travel sector including but not limited to Loyalty Travel, Online Travel Agencies (OTA’s) and TMC’s (Travel Management Companies).Experience directly hiring and managing a distributed teamProven track record of success in scaling Support teams and maintaining SLAsExperience designing and overseeing training, QA, and metric management programs at scaleExcellent analytical thinker who can deliver actionable recommendations; analyze various communication channels and develop metrics to track successLead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domainSelf-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-throughExtensive experience with Salesforce Service CloudAbout the teamWe are building a world-class support team - committed to helping customers realize the full potential of Rippling - while also adapting to a growing customer base and product ecosystem. Our Customer Support organization is roughly 400 members, while our Customer Experience organization stretches over 1000+ employees! We often collaborate closely with our R&D partners to continuously improve our products and services and to ensure our clients receive a stellar end-to-end Rippling experience. .css-enzntz{padding-top:24px;}.css-19n7xxk-Body2Element{font-weight:normal;margin:0;padding:0;font-family:"ripplingFontMedium";font-size:15px;letter-spacing:0.25px;line-height:22px;display:block;}The pay range for this role is:.css-7sh15b-Body1Element{font-weight:normal;margin:0;padding:0;font-family:"ripplingFontLight";font-size:15px;letter-spacing:0.5px;line-height:22px;display:block;}5,100,000 - 8,925,000 INR per year (IN)129,000 - 225,750 USD per year (US Tier 1)116,100 - 203,175 USD per year (US Tier 2)109,650 - 191,888 USD per year (US Tier 3).css-1jugqli{display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-align-items:flex-start;-webkit-box-align:flex-start;-ms-flex-align:flex-start;align-items:flex-start;}.css-1jugqli:not(:last-child){margin-bottom:24px;}@media (max-width:768px){.css-1jugqli:not(:last-child){margin-bottom:8px;}}.css-6ewmrs-StyledIcon{-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;display:-webkit-inline-box;display:-webkit-inline-flex;display:-ms-inline-flexbox;display:inline-flex;font-size:24px;-webkit-transition:all 0.1s;transition:all 0.1s;box-sizing:border-box;line-height:1;letter-spacing:normal;}.css-6ewmrs-StyledIcon:before{font-weight:normal;content:"\e96e";font-family:RipplingIconsKit;height:1em;width:1em;}.css-6ewmrs-StyledIcon:focus:not(:focus-visible){outline:none;}.css-6ewmrs-StyledIcon:focus-visible{outline-color:#6098F8;outline-width:2px;outline-style:auto;}.css-nyz2ti-Body2Element{font-weight:normal;margin:0;padding:0;font-family:"ripplingFontMedium";font-size:15px;letter-spacing:0.25px;line-height:22px;display:block;margin-left:10px;}Customer Support.css-f1lznh-StyledIcon{-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;display:-webkit-inline-box;display:-webkit-inline-flex;display:-ms-inline-flexbox;display:inline-flex;font-size:24px;-webkit-transition:all 0.1s;transition:all 0.1s;box-sizing:border-box;line-height:1;letter-spacing:normal;}.css-f1lznh-StyledIcon:before{font-weight:normal;content:"\e924";font-family:RipplingIconsKit;height:1em;width:1em;}.css-f1lznh-StyledIcon:focus:not(:focus-visible){outline:none;}.css-f1lznh-StyledIcon:focus-visible{outline-color:#6098F8;outline-width:2px;outline-style:auto;}Bangalore, IndiaSan Francisco, CA