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Customer Support Team Lead

2 months ago

San Francisco, California, United States Rippling People Center Inc. Full time

About the Role:

We are seeking an experienced Customer Support Team Lead to join our Support organization at Rippling People Center Inc. As a key member of our team, you will be responsible for assisting our Customer Support Manager in coaching and mentoring a team of support specialists, ensuring our customers have the best possible experience while assisting to scale the support team.

Key Responsibilities:

  • Help re-enforce an environment of ongoing development and continuous improvement by overseeing and assessing the activities of the customer support team and providing them with real-time performance-related feedback
  • Train staff in areas of customer support specializations and company policies to improve proficiency and efficiency (assisting with duties where necessary)
  • Serve as the first point of escalation in support of investigating and solving customer service complaints
  • Assist with the development and deployment of support policies, and explain these to team members and customers as appropriate
  • Assist in creating and maintaining documentation pertaining to customer support tasks and best practices
  • Partner with management to continue Rippling People Center Inc.'s ongoing culture of collaboration with our cross-functional partners to ensure that we are continually focused on building the right features to optimize adoption
  • Review and utilize data to make informed decisions and use scalable processes to enhance and improve the customer experience

Requirements:

  • 3-5 years of customer service and/or industry-related experience, preferably at a SaaS company
  • 1-2 years of experience in a Team Lead and/or Supervisor role, ideally overseeing an Identity Management / Apps Integration support team or a similar customer-facing team
  • Empathy, the ability to recognize where a customer is coming from, and identify how Rippling People Center Inc. can help them
  • Advanced knowledge of IT concepts and practices (certifications a plus)
  • Organizational skills and the ability to multitask while helping multiple customers/team members at the same time
  • Ability to improve existing processes and workflows for internal and external stakeholders
  • Creative problem solver who enjoys removing blockers for customers in support of the team
  • A team player, who is ready to get their hands dirty