Customer Support Supervisor, HRIS
Rippling
This job is no longer accepting applications
See open jobs at Rippling.See open jobs similar to "Customer Support Supervisor, HRIS" Soma Capital.About The Role
We are building a world-class HRIS Support team committed to helping customers realize the full potential of Rippling. Therefore, we’re looking for an experienced supervisor to join our Support organization. In this role, you will be focused on 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 at Rippling.
HRIS Support is growing quickly and with your help, we will continue to fortify and expand our world-class customer experience as we scale to support our customers in Spanish, French, German, and Dutch languages directly (in addition to English).
What You'll Do:
Help reinforce 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’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
Qualifications:
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 HRIS support team or a similar customer-facing team
Empathy, the ability to recognize where a customer is coming from, and identify how Rippling can help them
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
This job is no longer accepting applications
See open jobs at Rippling.See open jobs similar to "Customer Support Supervisor, HRIS" Soma Capital.