About Rippling Rippling gives businesses one place to run HR IT and Finance It brings together all of the workforce systems that are normally scattered across a company like payroll expenses benefits and computers For the first time ever you can manage and automate every part of the employee lifecycle in a single system Take onboarding for example With Rippling you can hire a new employee anywhere in the world and set up their payroll corporate card computer advantages and even third-party apps like Slack and Microsoft 365 all within 90 seconds Based in San Francisco CA Rippling has raised 1 4B from the world s top investors including Kleiner Perkins Founders Fund Sequoia Greenoaks and Bedrock and was named one of America s best startup employers by Forbes We prioritize candidate safety Please be aware that all official communication will only be sent from Rippling com addresses About the Team Rippling s Customer Support team is a collaborative dynamic group dedicated to ensuring customer success With team members spanning the globe we work closely with Product Engineering and Operations teams to deliver seamless support experiences The team has been instrumental in scaling Rippling s operations contributing to our recognition as a top SaaS provider By joining the team you will be part of a culture that values innovation growth and customer obsession with ample opportunities for professional development About the role 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 What you will do 1- 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 2- 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 3- 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 4- 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 5- 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 experiences Desired Qualifications An understanding of complex payroll systems We strongly prefer candidates with hands-on experience in at least one major APAC country e g Australia Singapore and one major EMEA country e g UK Germany France as this demonstrates an ability to navigate sophisticated regulatory environments Experience in a fast-paced high-growth technology or multinational corporation Relevant professional certifications e g CIPP CPP are highly regarded NOTE This role requires you to work in the US timezone This is a hybrid role We expect you to be in our Bangalore office for 3 days in the week

📌 Customer Support Supervisor - Global Payroll (apac) Support (Karnataka)
🏢 Rippling
📍 Karnataka