Rippling is a workforce management system that eliminates the friction from running a business. Today, most companies struggle with everything from routine tasks, like running payroll, to cross-functional planning, like aligning on headcount. That’s because all their data related to people, processes, and systems is scattered in a hundred places. 

Rippling has every application you need to run your business—from applicant tracking and payroll to IT and expenses—in one place. But unlike other systems, Rippling sits on top of a unified platform. Data flows dynamically between Rippling’s applications, giving every team a shared source of truth, the power to automate processes, and access to the insights they need. This allows your business to execute better, faster.

Based in San Francisco, CA, Rippling has raised $1.2B from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock.

Rippling

About Rippling

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 $1.2B 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 Role

After becoming one of the fastest growing startups in the United States ($0 → $11B), Rippling is ready to up-level our operations to scale to $1B in ARR over the next couple years. We need someone who can take us from 1 to 10—and beyond, on a global scale.

We’re looking for a Senior Support Lead to join our growing Support team. You’ll work in a fast-paced environment and your work will ensure we make the right decisions to grow exponentially, optimize our cost, and improve customer experience. The focus for this role will be centered around analytics and you’ll have the opportunity to help build the analytics foundation from scratch, learn, test, and collaborate on the product functionality with our product expert counsel, and create the structure for what supporting clients with our data products looks like.

What You Will Do

Build new support processes with cross functional partners on new product launches related to analytics. Work with our Product and Engineering teams directly to provide feedback on system tools, product features, and other potential customer pain points. Partner with cross-functional teams (Enablement, WFM, Systems, and Operations) to build out our data foundation for scale, define and standardize metrics, and promote cross-functional visibility into Support data. Help create core Support dashboards and metrics, and track progress towards team goalsDevelop and maintain high-visibility dashboards around support priorities, and initiatives. 

What You Will Need

Bachelor’s degree in Math, Analytics, Data Science, Economics, Statistics, Computer Science, Engineering, or other quantitative fieldsA minimum of 5 years industry experience or Master’s degree with a minimum of 4 years experienceStrong proficiency in Advanced Excel, SQL (Snowflake), Tableau (or other Business Intelligence tools), and Python/ R (to perform analysis and create predictive models). Experience with time series forecasting, optimisation, and predictive modelingAbility to navigate a high-ambiguity environmentStrong attention to detail. You can dive into the weeds with the team and pick up on the seemingly small, yet important, detailsWilling to roll up your sleeves. We’re still a startup, and will expect you to roll up your sleeves and work hard to provide feedback and get the job doneExcellent verbal and written communication skills. You’ll regularly communicate directly with executives and other senior leaders

Additional Information

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accomodations@rippling.com

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a 40 mile radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.

This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.

A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.

The pay range for this role is:

34 - 59 USD per hour(US Tier 1)

30 - 53 USD per hour(US Tier 2)

29 - 50 USD per hour(US Tier 3)

Remote Senior Customer Support Lead Job in San Francisco, CA Rippling

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