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:**
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