{"id":1219471,"url":"https://alion.io/job/rippling-customer-support-supervisor","title":"Customer Support Supervisor","company":{"id":15426,"name":"Rippling","domain":"rippling.com","url":"https://alion.io/company/rippling","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Work at a Startup","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-09-25T11:39:27Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-09-29T00:25:12Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Note:\nThis role requires you to work in EST timezone.\nThis is a hybrid role. We expect you to be in our Bangalore office for 3 days in the week.\nAbout Rippling\nRippling 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.\nTake 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.\nBased 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.\nWe prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.\nAbout the Team\nRippling’s Customer Support team is a collaborative, dynamic group dedicated to ensuring customer success. With team members spanning the globe, we work closely with Product, Engineering, and Operations teams to deliver seamless support experiences. The team has been instrumental in scaling Rippling’s operations, contributing to our recognition as a top SaaS provider.\nBy joining the team, you will be part of a culture that values innovation, growth, and customer obsession, with ample opportunities for professional development.\nAbout the role\nAs a Customer Support Supervisor 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 demands a strategic mindset combined with hands-on leadership skills to drive team performance and process improvements in a dynamic, fast-paced environment.\nYou 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.\nWhat you will do\nTeam Leadership and People Management:\nAct as the primary POC for your team, overseeing all operational aspects.\nLead, mentor, and support team leads in their respective roles, fostering a culture of accountability and excellence.\nProvide coaching, constructive feedback, and professional development opportunities to team members.\nHandle team scheduling, attendance management, and adherence to ensure optimal staffing coverage.\nOperational Management and Performance:\nMonitor and drive team productivity, ensuring performance metrics are met or exceeded.\nTrack adherence to SLAs, response times, and quality benchmarks, addressing any gaps proactively.\nAnalyze team performance data and trends to identify areas for improvement and implement solutions.\nIssue Identification and Resolution:\nProactively recognize potential issues in customer interactions or workflows and drive timely resolutions.\nCollaborate with cross-functional teams, including Tech, Product, and Operations, to address and resolve complex customer issues.\nServe as a conduit of information between the Customer Support team and senior management, ensuring goals and updates are communicated effectively.\nCustomer Experience Improvement:\nIdentify patterns in customer feedback and operational inefficiencies, providing actionable insights for process optimization.\nWork closely with the Product and Engineering teams to suggest enhancements and stay updated on product developments.\nAssist in creating or updating knowledge base articles to empower customers with self-service solutions.\nTeam Collaboration and Communication:\nBuild and maintain strong relationships with internal stakeholders to ensure seamless support operations.\nActively contribute to team meetings, strategy sessions, and training initiatives.\nEnsure team alignment with Rippling’s customer-centric values and overall mission\nWhat you will need\nExperience: At least 4+ years in customer support, with a minimum of 2 years in a supervisory or leadership role, preferably within SaaS or technology environments.\nLeadership Skills: Proven ability to lead and develop a team, with a focus on coaching, feedback, and performance management.\nTechnical Proficiency: Familiarity with customer support platforms and principles along with a solid understanding of HR or IT systems (preferred).\nAnalytical Mindset: Strong problem-solving skills, with the ability to analyze data, identify trends, and implement improvements.\nCommunication: Excellent verbal and written communication skills-clear, concise, and empathetic.\nAdaptability: Flexibility to work in US time zones and handle evolving priorities in a fast-paced environment.\nCustomer-First Mindset: A deep commitment to delivering exceptional customer experiences","description_format":"text","description_chars":5177,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Service & Asset Management","HR & Payroll Software","Procurement & Spend Management"],"lifecycle":[{"event":"open","at":"2026-09-25T11:39:27Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":40,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-09-28T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/rippling-customer-support-supervisor","json_url":"https://alion.io/job/rippling-customer-support-supervisor.json","meta":{"generated_at":"2026-09-29T03:49:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3606,"day_limit":5000,"remaining_today":1394,"minute_limit":60,"resets_at":"2026-09-30T00:00:00Z"}}}