Customer Support Manager - Global Payroll (APAC) Support

You will be joining Rippling's Customer Support team, a collaborative and dynamic group dedicated to ensuring customer success. The team works closely with Product, Engineering, and Operations teams to deliver seamless support experiences, contributing to Rippling's recognition as a top SaaS provider. As a member of the Customer Support team, your role will involve: - **Team Leadership and People Management:** - Act as the primary point of contact for your team, overseeing all operational aspects. - Lead, mentor, and support team leads, fostering a culture of accountability and excellence. - Provide coaching, constructive feedback, and professional development opportunities to team members. - Manage team scheduling, attendance, and adherence to ensure optimal staffing coverage. - **Operational Management and Performance:** - Monitor and drive team productivity to meet or exceed performance metrics. - 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. - **Issue Identification and Resolution:** - Proactively identify potential issues in customer interactions or workflows and drive timely resolutions. - Collaborate with cross-functional teams to address and resolve complex customer issues. - Serve as a conduit of information between the Customer Support team and senior management. - **Customer Experience Improvement:** - Identify patterns in customer feedback and operational inefficiencies to optimize processes. - Work closely with 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. - **Team Collaboration and Communication:** - Build and maintain strong relationships with internal stakeholders for seamless support operations. - Actively contribute to team meetings, strategy sessions, and training initiatives. - Ensure team alignment with Rippling's customer-centric values and mission. Your qualifications should include: - **Experience:** At least 4+ years in customer support, with a minimum of 2 years in a managerial or leadership role, preferably in SaaS or technology environments. - **Leadership Skills:** Proven ability to lead and develop a team, focusing on coaching, feedback, and performance management. - **Technical Proficiency:** Familiarity with customer support platforms, HR, or IT systems is preferred. - **Analytical Mindset:** Strong problem-solving skills and the ability to analyze data, identify trends, and implement improvements. - **Communication:** Excellent verbal and written communication skillsclear, 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 and hands-on experience in major APAC and EMEA countries. - 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, and you are expected to be in the Bangalore office for 3 days a week. You will be joining Rippling's Customer Support team, a collaborative and dynamic group dedicated to ensuring customer success. The team works closely with Product, Engineering, and Operations teams to deliver seamless support experiences, contributing to Rippling's recognition as a top SaaS provider. As a member of the Customer Support team, your role will involve: - **Team Leadership and People Management:** - Act as the primary point of contact for your team, overseeing all operational aspects. - Lead, mentor, and support team leads, fostering a culture of accountability and excellence. - Provide coaching, constructive feedback, and professional development opportunities to team members. - Manage team scheduling, attendance, and adherence to ensure optimal staffing coverage. - **Operational Management and Performance:** - Monitor and drive team productivity to meet or exceed performance metrics. - 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. - **Issue Identification and Resolution:** - Proactively identify potential issues in customer interactions or workflows and drive timely resolutions. - Collaborate with cross-functional teams to address and resolve complex customer issues. - Serve as a conduit of information between the Customer Support team and senior management. - **Customer Experience Improvement:** - I