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