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 benefits 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 role As a Customer Support Supervisor at Rippling you will lead a high-performing team responsible for delivering exceptional support to our Rippling Spend customers You will lead a team of Spend Product Support Specialists as well as the Training R D and Content Team Leads 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 rapid-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 Team Leadership and People Management Act as the primary POC for your team overseeing all operational aspects Hire lead mentor and motivate 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 Own the design delivery and ongoing improvement of team onboarding and training programs by effectively coaching the Training Team Lead 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 FinTech or SaaS environments Leadership Skills Proven ability to lead and develop a team with a focus on coaching feedback and performance management Technical Proficiency Familiarity with Salesforce and a solid understanding of US financial systems or Expense Management Platforms including Quickbooks or NetSuite 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 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 Additional Information Rippling is an equal opportunity employer We are committed to building a diverse and inclusive workforce and do not discriminate based on race religion color national origin ancestry physical disability mental disability medical condition genetic information marital status sex gender gender identity gender expression age sexual orientation veteran or military status or any other legally protected characteristics Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process To request a reasonable accommodation please email accomodations rippling com Rippling highly values having employees working in-office to foster a collaborative work environment and company culture For office-based employees employees who live within a defined radius of a Rippling office Rippling considers working in the office at least three days a week under current policy to be an essential function of the employee s role

📌 Customer Support Supervisor (Karnataka)
🏢 Rippling
📍 Karnataka