Customer Support Lead - Account Ops

Role Overview: You will be part of a world-class Support team at Rippling, dedicated to assisting customers in maximizing the potential of the platform. Your role will involve addressing customer issues related to the Employee management platform, collaborating with internal teams for product enhancements, and becoming a product expert to support both customers and colleagues. Key Responsibilities: - Manage Employee management platform issues for customers throughout the entire process in a dynamic and fast-paced environment - Utilize chat, email, and video conferencing tools to assist customers in optimizing Rippling for employee data management, automation, reports, permissions, and approvals - De-escalate and resolve issues by applying platform and industry expertise - Thrive under time constraints, meet schedules, and handle unexpected deadlines to ensure client needs are fulfilled - Develop expertise in the product and become a go-to resource for customers and team members - Collaborate with cross-functional teams to identify opportunities for automation, additional features, and process improvements to enhance customer service Qualifications Required: - Bachelor's degree with a strong academic background - Minimum of 4 years of experience in a customer/client-facing role - Demonstrated ability to: * Take initiative with minimal supervision * Solve problems with attention to detail * Work effectively in time-sensitive environments * Learn new concepts and synthesize information * Collaborate in a cross-functional setting * Clearly communicate viewpoints (both orally and in writing) * Adapt to changing job responsibilities Company Additional Information: Rippling values in-office work to promote a collaborative environment and company culture. For employees within a 40-mile radius of a Rippling office, working in the office at least three days a week is considered essential. This role offers a competitive salary, benefits, and equity based on location, professional background, and experience. Final compensation may vary based on various factors.,