Customer Support Supervisor

Rippling
Bengaluru
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Leadership","Problem-solving","Adaptability"]

Lead a high-performing, globally distributed Customer Support team for a top SaaS provider, focusing on operational efficiency, SLA adherence, and cross-functional collaboration with Product, Engineering, and Ops. Drive team performance, coaching, and process improvements in a hybrid, EST-based role with in-person days in Bangalore. Shape customer experiences and knowledge base while partnering with leadership to align with broader business goals.

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FursaFursa
Rippling
Rippling
1 year ago

Customer Support Supervisor

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Lead a high-performing, globally distributed Customer Support team for a top SaaS provider, focusing on operational efficiency, SLA adherence, and cross-functional collaboration with Product, Engineering, and Ops. Drive team performance, coaching, and process improvements in a hybrid, EST-based role with in-person days in Bangalore. Shape customer experiences and knowledge base while partnering with leadership to align with broader business goals.
Location: Bengaluru
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Act as the primary point of contact for your team and oversee all operational aspects to ensure seamless support delivery.
  • •Lead, mentor, and develop team leads, providing coaching and professional development opportunities while managing scheduling and attendance.
  • •Monitor productivity and adherence to SLAs, identifying gaps and implementing improvement plans.
  • •Collaborate with Tech, Product, and Operations to resolve complex issues and communicate updates to senior management.
  • •Identify customer feedback patterns and work with Product/Engineering to drive enhancements and maintain self-service knowledge bases.

Pay and Benefits

Perks:Learning Budget

Key Requirements

  • •4+ years in customer support, with at least 2 years in a supervisory or leadership role, preferably in SaaS or technology environments.
  • •Strong coaching and performance-management skills with a track record of developing teams.
  • •Familiarity with customer support platforms and HR/IT systems; analytical mindset to identify trends and drive improvements.
  • •Excellent verbal and written communication skills with a customer-first mindset.
  • •Ability to work in US time zones and handle evolving priorities in a fast-paced environment.
Experience:SaaSTechnologyCustomer support
Skills:CommunicationLeadershipProblem-solvingAdaptability
Languages:English
Tech Stack:SlackMicrosoft 365

Eligibility

Visa:US citizenship/visa not required

Company Brief

Rippling
Provides an all-in-one HR, payroll, IT and finance platform that helps companies manage employees, benefits, payroll, devices, and apps through a single unified system.
Industry: HR Tech
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2016
Glassdoor
Glassdoor: 4.4
WebsiteLinkedIn