About the role
About the role
As a Customer Support Manager 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 requires a proactive, strategic mindset combined with strong operational and people leadership skills to drive team performance and process improvements in a fast-paced environment.
You will report directly to the Senior Manager, Customer Support and play a key role in aligning team goals with broader business objectives while driving operational excellence, stakeholder management, and talent development. The ideal candidate is customer-focused, analytical, execution-oriented, and thrives in high-growth environments.
What you will do
- Lead, mentor, and support team leads, fostering a culture of accountability, ownership, and customer obsession.
- Drive team performance through structured coaching, feedback, performance management, and career development.
- Own operational metrics including CSAT, SLA adherence, productivity, quality, adherence, backlog health, and escalation management.
- Manage team scheduling, attendance, and workforce coordination to ensure operational coverage and efficiency.
- Conduct quality reviews, calibrations, and operational audits to ensure consistency and process adherence.
- Design and improve scalable processes for issue resolution, escalation management, onboarding, training, development programs and operational workflows.
- Partner cross-functionally with Product, Engineering, Operations, and other stakeholders to resolve customer issues and improve customer experience.
- Analyze customer feedback, support trends, and operational metrics to identify process gaps and improvement opportunities.
