[Remote] Customer Support Manager - Core

Note: The job is a remote job and is open to candidates in USA. Rippling is a company that provides a comprehensive platform for managing HR, IT, and Finance. The Customer Support Manager will lead a global team to ensure high customer satisfaction and efficient operations, collaborating with various teams to improve processes and customer experience.ResponsibilitiesLead and manage the Support team to deliver high-quality customer support across multiple regions and time zonesOversee all customer interactions, including invoicing, payments, refunds, adjustments, and credit memosDesign and implement scalable processes for issue resolution, SLA adherence, and escalation managementMonitor and analyze KPIs such as ticket turnaround time and CSATCollaborate with Finance, Engineering, and Product teams to identify and resolve recurring issues or process gapsDevelop and maintain documentation, FAQs, and knowledge base articles to improve customer self-serviceTrain and mentor team members to enhance domain knowledge and problem-solving capabilityDrive automation and system improvements to reduce manual interventions and improve accuracyEnsure compliance with internal controls, financial policies, and data security standardsSkills2-4 years of professional experience with direct People Management of a Support team within a fast paced environment preferably at a SaaS companyExcellent communication, leadership, and stakeholder management skillsExperience hiring and managing a distributed teamStrong organizational skills and the ability to multitask while helping multiple customers/team members at the same timeA data-driven approach to developing, tracking, and optimizing performance metricsProficiency with data analysis tools (ex: Microsoft Excel, Google Sheets)Creative problem solvers who enjoys removing blockers for customers in support of the teamCourage to challenge the status quo when logic and reason require it. See something broken? Fix itEmpathy, the ability to recognize where a customer is coming from, and identify how Rippling can help themBenefitsCompetitive salary + benefits + equityThe salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.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.Company OverviewRippling is a workforce management platform that unifies HR, IT, and finance operations into a single system. It was founded in 2016, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.rippling.com.Company H1B SponsorshipRippling has a track record of offering H1B sponsorships, with 2 in 2025, 42 in 2024, 70 in 2023, 81 in 2022, 33 in 2021, 6 in 2020. Please note that this does not guarantee sponsorship for this specific role.