Customer Support Manager

Rippling
Bengaluru
Workplace: OnsiteFull timeUSD 2,000,000 - 3,000,000 annuallyFunction: Customer Support (Service Desk)Experience: 6-9 yearsSkills: ["People management","Coaching","Analytical skills","Stakeholder management","Communication"]

Lead a high-performing customer support team and drive exceptional customer experiences through strong people leadership and operational excellence. Own key support metrics (CSAT, SLA adherence, productivity, quality, backlog health) and manage escalations. Build and improve scalable issue-resolution and onboarding workflows, partner cross-functionally with Product, Engineering, and Operations, and drive automation to reduce manual effort while ensuring consistent process adherence.

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FursaFursa
Rippling
Rippling
1 day ago

Customer Support Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Lead a high-performing customer support team and drive exceptional customer experiences through strong people leadership and operational excellence. Own key support metrics (CSAT, SLA adherence, productivity, quality, backlog health) and manage escalations. Build and improve scalable issue-resolution and onboarding workflows, partner cross-functionally with Product, Engineering, and Operations, and drive automation to reduce manual effort while ensuring consistent process adherence.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead, mentor, and support team leads to build a culture of accountability, ownership, and customer obsession.
  • •Own operational metrics including CSAT, SLA adherence, productivity, quality, backlog health, and escalation management.
  • •Manage scheduling, attendance, and workforce coordination to ensure coverage and operational efficiency.
  • •Conduct quality reviews, calibrations, and operational audits to ensure process adherence.
  • •Design scalable processes for issue resolution and escalation management, partner cross-functionally to improve customer experience, and drive automation initiatives.

Pay and Benefits

Salary: USD 2,000,000 - 3,000,000 annually

Key Requirements

  • •6–9 years of experience in customer support, operations, or customer-facing teams in fast-paced environments.
  • •3–5 years of mandatory people management experience coaching and developing high-performing teams.
  • •Strong experience managing support operations, escalations, and SLA adherence at scale.
  • •Strong problem-solving and data analysis skills to derive actionable insights from operational metrics.
  • •Experience collaborating cross-functionally with teams such as Product, Engineering, and Operations.
Experience:6-9 yearsCustomer supportOperations
Skills:People managementCoachingAnalytical skillsStakeholder managementCommunication
Tech Stack:Customer support platformsTicketing systemsCRM toolsHR systemsIT systems

Eligibility

Nationality:US National

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