Customer Support Supervisor, Global Payroll

Role Overview: As a Support Team Manager at Rippling, you will play a crucial role in designing and developing the onboarding program for team members as the team grows. You will be responsible for ensuring that your team is equipped with the necessary tools and resources to assist customers through product releases. Your ownership of team performance and KPIs will drive improvements through data-driven experimentation. Additionally, you will serve as the subject matter expert for support practices and collaborate with support leadership to enhance operating processes and procedures. Your role will involve delivering product feedback to Product/Engineering counterparts to optimize the support interactions and effectively communicating with executive leadership on projects, priorities, and goals. Key Responsibilities: - Design and develop the onboarding program for team members - Ensure team members have the necessary tools and resources for customer support - Own team performance and KPIs, driving improvements through data-driven experimentation - Act as the subject matter expert for support practices - Collaborate with support leadership to refine operating processes and procedures - Provide product feedback to Product/Engineering counterparts to optimize support interactions - Communicate effectively with executive leadership on projects, priorities, and goals Qualifications Required: - 2+ years of professional experience managing a Support team in a fast-paced environment, startup, or SaaS organization - Deep understanding of systems and operations with B2B products - Experience in directly managing a distributed team - Proven track record of maintaining SLAs - Strong leadership and team management skills - Excellent analytical and problem-solving abilities - Attention to detail and high level of accuracy - Outstanding communication and interpersonal skills - Ability to handle sensitive information with confidentiality - Experience in designing and overseeing training, QA, and metric management programs - Experience in performance management, including evaluations and feedback (Note: The additional information about working in the PST shift and the hybrid role in the Bangalore office for 3 days a week has been omitted from the final job description.),