Customer Support Supervisor, Global Payroll

2 - 6 years

0 Lacs

Posted:15 hours ago| Platform: Shine logo

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On-site

Job Type

Full Time

Job Description

About Rippling Rippling, headquartered in San Francisco, CA, has secured over $1.4 billion from prominent investors such as Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock. It has been recognized as one of America's best startup employers by Forbes. We prioritize candidate safety, and all official communications will be sent exclusively from @Rippling.com addresses. About the role What you will do: - Design and develop the onboarding program for team members as the team expands. - Ensure that your team is equipped with the necessary tools and resources to assist customers through product releases. - Take ownership of team performance and key performance indicators (KPIs), driving enhancements through data-driven experimentation. - Act as the subject matter expert for support practices. - Collaborate with support leadership to enhance and adjust operational processes and procedures. - Provide product feedback to Product/Engineering counterparts to decrease the inbound contact rate or resolution time for support interactions. - Effectively communicate with executive leadership regarding projects, priorities, and objectives. What you will need: - Minimum of 2 years of professional experience managing a Support team in a fast-paced environment, startup, or Software as a Service (SaaS) organization. - Profound understanding of systems and operations related to Business-to-Business (B2B) products. - Experience in directly managing a distributed team. - Demonstrated success in maintaining Service Level Agreements (SLAs). - Strong leadership and team management capabilities. - Excellent analytical and problem-solving skills. - Attention to detail with a high level of accuracy. - Exceptional communication and interpersonal abilities. - Ability to handle confidential information with discretion. - Proficiency in designing and overseeing training, Quality Assurance (QA), and metric management programs. - Experience in performance management, including evaluations and feedback provision. Additional Information: - This role entails working in the PST shift. - It is a hybrid role, requiring physical presence at our Bangalore office for three days per week.,

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