About the role
We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements.
If you are the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment - you have what it takes

NOTE:
• This role requires you to work between 7.30PM to 5:00 AM IST
• This is a hybrid role. We expect you to be in our Bangalore office for 3 days in the week (M/T/TH)

What you will do
• Manage multiple frontline customer support teams (you will be managing our first line supervisors in this role)
• Track, monitor & continuously improve performance on key metrics & KPIs
• Help reinforce an environment of ongoing development and continuous improvement by overseeing and assessing the activities of the customer support team, and providing them with real-time performance-related feedback
• Build and maintain a cooperative, inclusive team culture




• Work cross-functionally with Product and Engineering teams to make the team more productive with current/improved tooling and processes and provide customer feedback and pain points
• Assist in creating and maintaining documentation pertaining to customer support tasks and best practices
• Review and utilize data to make informed decisions and use scalable processes to enhance and improve the customer experience

What you will need
• 5+ years of customer or technical support and/or industry-related experience, preferably at a SaaS company. Previous experience managing a technical support team is highly preferred. Previous experience managing Platform teams is highly preferred.
• 2+ years of experience managing managers with a (roll up) team of 20+ individual contributors, ideally overseeing a customer support team or similar customer-facing team
• Strong organizational skills and the ability to multitask whil

📌 Customer Support Manager Bengaluru
🏢 Rippling
📍 Bengaluru