<div><body><h2 style='font-family:"Basel Grotesk",Arial,sans-serif;line-height:1.6;font-size:15pt;font-weight:600;letter-spacing:0.5px;margin-top:18px;margin-bottom:4px;padding-left:0px;'>About the role</h2>We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements. Our Support Organization is composed of product specific teams such as HR, IT and Finance. If you are the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment - you have what it takes!<h2 style='font-family:"Basel Grotesk",Arial,sans-serif;line-height:1.6;font-size:15pt;font-weight:600;letter-spacing:0.5px;margin-top:18px;margin-bottom:4px;padding-left:0px;'>What you will do</h2><ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="color:rgb(0,0,0);margin:18pt 0px 0pt;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">Become a subject matter expert on our product through direct customer support and product/engineering interaction</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">Lead a team of specialists tasked with providing product support to customers</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">Design and develop the onboarding program for team members as the team grows</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">Ensure your team is set up with the tools and resources they need to help customers through the product release</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">Own team performance and KPIs and drive improvements with data-driven experimentation</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">Be the subject matter expert for support practices</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">Collaborate with support leadership to refine and adapt operating processes and procedures</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">Deliver product feedback to Product / Engineering counterparts to reduce the inbound contact rate or resolution time on support interactions</li><li style="color:rgb(0,0,0);margin:0pt 0px 18pt;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">Communicate effectively with executive leadership on projects, priorities, and goals</li></ul><h2 style='font-family:"Basel Grotesk",Arial,sans-serif;line-height:1.6;font-size:15pt;font-weight:600;letter-spacing:0.5px;margin-top:18px;margin-bottom:4px;padding-left:0px;'>What you will need</h2><ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="color:rgb(0,0,0);margin:18pt 0px 0pt;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">PST timezone is preferred</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">You have 3-4 years of professional experience managing a Support team within a fast-paced environment, startup, or SaaS organization</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">Deep understanding of systems and operations with B2B products</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">You have experience directly managing a distributed team</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">Proven track record of maintaining SLAs</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">Experience should include designing and overseeing training, QA, and metric management programs at scale</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">You lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain</li><li style="color:rgb(0,0,0);margin:0pt 0px;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through</li><li style="color:rgb(0,0,0);margin:0pt 0px 18pt;font-size:11pt;line-height:1.92;letter-spacing:0.25px;">Extensive experience with Salesforce Service Cloud</li></ul><h2 style='font-family:"Basel Grotesk",Arial,sans-serif;line-height:1.6;font-size:15pt;font-weight:600;letter-spacing:0.5px;margin-top:18px;margin-bottom:4px;padding-left:0px;'>Additional Information</h2>Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accommodations@rippling.com Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.This 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. </body></div>

Customer Support Manager, Time Off