Customer Support Supervisor

Customer Support Supervisor

As a Customer Support Supervisor at Rippling, you will lead a high-performing team responsible for delivering exceptional support to our customers. You will act as the point of contact (POC) for all actions and domains within your team, ensuring efficient operations, seamless collaboration, and outstanding customer experiences. This role demands a strategic mindset combined with hands-on leadership skills to drive team performance and process improvements in a dynamic, fast-paced environment. You will report directly to the Customer Support Manager and play a pivotal role in aligning team goals with Rippling's broader objectives. This is an exciting opportunity to influence the customer journey, lead a talented team, and contribute to the continued success of Rippling.

Team Leadership and People Management: Act as the primary POC for your team, overseeing all operational aspects. Lead, mentor, and support team leads in their respective roles, fostering a culture of accountability and excellence. Provide coaching, constructive feedback, and professional development opportunities to team members. Handle team scheduling, attendance management, and adherence to ensure optimal staffing coverage.

Operational Management and Performance: Monitor and drive team productivity, ensuring performance metrics are met or exceeded. Track adherence to SLAs, response times, and quality benchmarks, addressing any gaps proactively. Analyze team performance data and trends to identify areas for improvement and implement solutions.

Issue Identification and Resolution: Proactively recognize potential issues in customer interactions or workflows and drive timely resolutions. Collaborate with cross-functional teams, including Tech, Product, and Operations, to address and resolve complex customer issues. Serve as a conduit of information between the Customer Support team and senior management, ensuring goals and updates are communicated effectively.

Customer Experience Improvement: Identify patterns in customer feedback and operational inefficiencies, providing actionable insights for process optimization. Work closely with the Product and Engineering teams to suggest enhancements and stay updated on product developments. Assist in creating or updating knowledge base articles to empower customers with self-service solutions.

Team Collaboration and Communication: Build and maintain strong relationships with internal stakeholders to ensure seamless support operations. Actively contribute to team meetings, strategy sessions, and training initiatives. Ensure team alignment with Rippling's customer-centric values and overall mission.

What you will need Experience: At least 4+ years in customer support, with a minimum of 2 years in a supervisory or leadership role, preferably within SaaS or technology environments. Leadership Skills: Proven ability to lead and develop a team, with a focus on coaching, feedback, and performance management. Technical Proficiency: Familiarity with customer support platforms and principles along with a solid understanding of HR or IT systems (preferred). Analytical Mindset: Strong problem-solving skills, with the ability to analyze data, identify trends, and implement improvements. Communication: Excellent verbal and written communication skills—clear, concise, and empathetic. Adaptability: Flexibility to work in US time zones and handle evolving priorities in a fast-paced environment. Customer-First Mindset: A deep commitment to delivering exceptional customer experience.