Customer Support Manager

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.
• Drive automation and operational efficiency initiatives to reduce manual effort and improve scalability.
• Serve as the primary escalation point for critical customer issues and ensure timely resolution and communication.
• Train and mentor team members to strengthen domain expertise, troubleshooting, and customer handling capabilities.

What you will need

• Experience: 6–9 years of experience in customer support, operations, or customer-facing teams in fast-paced environments.
• Leadership Skills: 3–5 years of mandatory people management experience with a proven ability to coach and develop high-performing teams.
• Operational Excellence: Strong experience managing support operations, escalations, SLA adherence, and process improvements at scale.
• Analytical Skills: Strong problem-solving and data analysis skills with the ability to derive actionable insights from operational metrics.
• Stakeholder Management: Experience collaborating effectively with cross-functional teams including Product, Engineering, and Operations.
• Persona: High ownership, strong execution mindset, initiative, and people-oriented leadership approach.
• Technical Proficiency: Familiarity with customer support platforms, ticketing systems, CRM tools, and HR or IT systems (preferred).
• Communication: Excellent verbal and written communication skills with the ability to communicate clearly and professionally.
• Adaptability: Prior Night Shift experience is mandatory. Flexibility to work in US time zones and adapt to evolving priorities is required.
• Customer-First Mindset: Strong commitment to delivering exceptional customer experiences while balancing operational efficiency.