Description:
We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. Team members focus on getting our customers back on course when challenges arise and contribute in internal discussions around product enhancements. If you are the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment - you have what it takes!
What You Will Do
- Manage a team of high performing specialists and help with people management, process management, and product expertise
- Take charge of Employee management platform issues for customers from start to finish - while working in a dynamic and fast-paced environment
- Leverage chat, email, and video conferencing functionality to help our customers optimize Rippling to manage employee data i.e. data management, automation, reports, permissions & approvals
- De-escalate and resolve issues by leveraging platform and industry expertise
- Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s needs are met
- Build mental muscle and become a product expert - you’ll be a go-to resource for both customers and coworkers
- Interact with cross-functional teams to identify areas where we can better serve our customer base through automation, added features, and/or process improvements
What You Will Need
- Bachelor's degree in a technical discipline with strong academic performance
- 6+ years of work experience in a customer/client-facing role
- A track record of:
- taking initiative with limited oversight
- problem-solving with a keen eye for details
- operating in a time-sensitive environment
- learning something new / synthesizing lots of information
- working in a cross-functional environment
- clearly expressing a point of view (oral and written)
- flexibility with changing job duties and responsibilities
- IT-related skills
- Proficiency with Excel Formula /SQL
- Experience with building reports and data analysis
- Experience in providing customer support for analytics/automation related products
- General understanding of cloud infrastructure and how the internet works
- BONUS: experience with Salesforce, Jira or other similar tools