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 $1.2B 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

After becoming one of the fastest-growing startups in the United States ($0 → $13.5B), Rippling is now growing internationally. We need someone who can guide the international support strategy as we expand to global scale.

We’re looking for a Support Experience Manager who will manage a team of regional HR experts and will lead projects to enable high quality support to a global customer base. This team will be aligned to international countries and will have accountability (i.e. CSAT) to the quality of support experience in each country. The team will need to ensure the support org broadly is upskilled around country-specific product behaviors and language requirements, and will play a key role in giving feedback to the product org on local customer sentiment.

What you will do

• Manage a team of up to 20 country experts (their role entails product documentation, representing the voice of the customer to product, and team enablement / escalation management all their specific country of expertise) who are located across the globe
• Consolidate feedback from (and advocate for) customers from global markets in an effort to meaningfully improve the customer experience internationally
• Develop a hiring plan for future country expert hiring based on future market expansion
• Collaborate with support leadership to refine and adapt operating processes and procedures - specifically focused on in-country skills and requirements (i.e. languages)

What you will need

• You have 2-5 years of people management experience leading a team within a fast-paced environment, startup, or SaaS organization
• Communicate well-reasoned and/or data-driven proposals in both verbal and written form with multiple stakeholders
• Experience building processes, project plans, or roadmaps to improve the customer experience
• Operate autonomously and flexibility in work hours to adjust to your team needs;
• Experience working cross functionally with technical and non-technical teams to identify owners, set delivery/completion dates, and set up mechanisms to ensure programs are on track
• Knowledge of Google Sheets (Pivot Tables, VLookUps) and other support systems (i.e. Salesforce Service Cloud, Tableau, etc.) is a plus.