Customer Support Manager - Global Payroll (APAC) Support at Rippling – Bangalore, Karnātaka

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 $1.4B+ 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.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.

About the Team

Rippling’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.

By joining the team, you will be part of a culture that values innovation, growth, and customer obsession, with ample opportunities for professional development.

About the role

The Customer Support team at Rippling is a dedicated group of professionals committed to ensuring that our customers have a seamless experience with our robust Finance, HR, and IT platform. Our team provides expert guidance and swift resolutions to any technical challenges or inquiries that our customers have. We pride ourselves on our customer-centric approach, offering support to businesses across various time zones and ensuring help is always available when needed.

Our team is composed of individuals with diverse backgrounds and expertise, all united by a shared passion for problem-solving and continuous learning. We foster a collaborative and supportive environment where team members are encouraged to share insights and innovate solutions to enhance customer satisfaction. Additionally, our team is driven by a commitment to personal and professional growth, with ongoing training and development opportunities to ensure we stay adept with the latest features and updates in our platform.

At Rippling, we are actively seeking enthusiastic individuals to join our Customer Support team. We value candidates who are eager to learn and passionate about growing their skills in a dynamic, fast-paced environment. We believe that fresh perspectives are crucial for continuous improvement and innovation, and we are committed to providing ample opportunities for professional development. If you are motivated, quick to adapt, and excited about contributing to a team that helps businesses operate more efficiently, we encourage you to apply and bring your unique talents to Rippling.

What you will do:

1- Team Leadership and People Management:

• Act as the primary POC for your team, overseeing all operational aspects.
• Lead, mentor, and support team leads in their respective roles, fostering a culture of accountability and excellence.
• Provide coaching, constructive feedback, and professional development opportunities to team members.
• Handle team scheduling, attendance management, and adherence to ensure optimal staffing coverage.

2- Operational Management and Performance:

• Monitor and drive team productivity, ensuring performance metrics are met or exceeded.
• Track adherence to SLAs, response times, and quality benchmarks, addressing any gaps proactively.
• Analyze team performance data and trends to identify areas for improvement and implement solutions.

3- Issue Identification and Resolution:

• Proactively recognize potential issues in customer interactions or workflows and drive timely resolutions.
• Collaborate with cross-functional teams, including Tech, Product, and Operations, to address and resolve complex customer issues.
• Serve as a conduit of information between the Customer Support team and senior management, ensuring goals and updates are communicated effectively.

4- Customer Experience Improvement:

• Identify patterns in customer feedback and operational inefficiencies, providing actionable insights for process optimization.
• Work closely with the Product and Engineering teams to suggest enhancements and stay updated on product developments.
• Assist in creating or updating knowledge base articles to empower customers with self-service solutions.

5- Team Collaboration and Communication:

• Build and maintain strong relationships with internal stakeholders to ensure seamless support operations.
• Actively contribute to team meetings, strategy sessions, and training initiatives.
• Ensure team alignment with Rippling’s customer-centric values and overall mission

What you will need:

• Experience: At least 4+ years in customer support, with a minimum of 2 years in a managerial or leadership role, preferably within SaaS or technology environments.
• Leadership Skills: Proven ability to lead and develop a team, with a focus on coaching, feedback, and performance management.
• Technical Proficiency: Familiarity with customer support platforms and principles along with a solid understanding of HR or IT systems (preferred).
• Analytical Mindset: Strong problem-solving skills, with the ability to analyze data, identify trends, and implement improvements.
• Communication: Excellent verbal and written communication skills—clear, concise, and empathetic.
• Adaptability: Flexibility to work in US time zones and handle evolving priorities in a fast-paced environment.
• Customer-First Mindset: A deep commitment to delivering exceptional customer experiences

Desired Qualifications:

• An understanding of complex payroll systems. We strongly prefer candidates with hands-on experience in at least one major APAC country (e.g., Australia, Singapore) and one major EMEA country (e.g., UK, Germany, France), as this demonstrates an ability to navigate sophisticated regulatory environments.
• Experience in a fast-paced, high-growth technology or multinational corporation.
• Relevant professional certifications (e.g., CIPP, CPP) are highly regarded.

NOTE:

• This role requires you to work in the US timezone.
• This is a hybrid role. We expect you to be in our Bangalore office for 3 days in the week.