Technical Support Supervisor - Data Support

Role Overview: As a member of the Support team at Rippling, you will play a crucial role in helping customers maximize the potential of the Rippling platform. Your focus will be on assisting customers in overcoming challenges and contributing to discussions on product improvements. The Support Organization at Rippling is structured into specialized teams such as HR, IT, and Finance, each dedicated to providing exceptional support to customers. Key Responsibilities: - Become a subject matter expert on Rippling's product by engaging in direct customer support and collaborating with product/engineering teams - Lead a team of developer support specialists, guiding them in providing effective product support to customers - Develop and implement onboarding programs for new team members as the support team expands - Ensure that your team is equipped with the necessary tools and resources to assist customers effectively during product releases - Take ownership of team performance and KPIs, driving enhancements through data-driven experiments - Act as the go-to person for support best practices within the organization - Work closely with support leadership to enhance operational processes and procedures - Provide valuable product feedback to Product/Engineering teams to optimize support interactions - Effectively communicate with executive leadership regarding projects, priorities, and objectives Qualifications Required: - 2-4+ years of professional experience managing a Support team in a dynamic environment, preferably within a startup or SaaS organization - Profound understanding of systems and operations related to B2B products - Demonstrated ability to uphold SLAs (Service Level Agreements) - Adaptability to changing business priorities and ambiguity, with experience in designing and overseeing training, QA, and metric management programs at scale - Demonstrate leadership by fostering a learning mindset, prioritizing people, and taking responsibility for your area of expertise - Self-motivated, detail-oriented, action-oriented individual with a proactive approach and strong follow-through - Proficiency in technical skills such as Javascript or Python (other languages considered) and SQL, as demonstrated in a technical interview (Note: No additional details about the company were provided in the job description),