About Rippling

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.

About the role

At Rippling, our Support teams are dedicated to helping customers realize the full potential of our platform.

As a Billing Supervisor, you will lead a team of specialists supporting our customers on billing, subscription management, refunds, and related finance workflows. You will ensure that the team delivers high-quality support, maintains operational SLAs, and provides accurate, timely responses across multiple channels (chat, email, video).

This role is not only about managing day-to-day operations—you will also influence process improvements, QA standards, training programs, and operational planning. You will work closely with Product, Finance, and Engineering to address complex customer billing issues and escalate when necessary, ensuring the team is prepared and well-equipped for all challenges.

This is an exciting opportunity to lead a high-impact team, contribute to key operational metrics, and help ensure a seamless billing experience for our customers.

What you will do

You will:

• Lead a team of Billing Specialists, providing coaching, mentorship, and support to ensure SLA adherence and operational excellence.
• Monitor and review team metrics, billing queues, escalations, and customer feedback to proactively identify trends and improvement opportunities.
• Conduct daily and weekly operational checks, including queue reviews, TFR metrics, backlog monitoring, and EOD reporting.
• Ensure team readiness by overseeing staffing, agent availability, and cross-training for coverage across billing workflows.
• Collaborate with Product, Finance, and Engineering to resolve complex billing cases, refunds, and subscription issues.
• Develop, implement, and maintain training programs, QA processes, and internal documentation specific to billing support.
• Conduct 1:1s, performance reviews, and provide actionable feedback to drive individual and team growth.
• Lead operational projects, data analysis, and trend reporting to support decision-making and continuous improvement.
• Facilitate team meetings, stand-ups, and weekly huddles to review metrics, share best practices, and maintain engagement.
• Ensure compliance with financial policies, procedures, and escalation processes while maintaining a customer-first approach.
  
  

What you will need

• At least 3-4 years of experience managing a Support or Billing team in a fast-paced, SaaS, or startup environment.
• Deep understanding of billing operations, subscription management, refunds, financial workflows, and customer support processes.
• Experience with queue management, metrics tracking, and reporting tools (Salesforce Service Cloud, Tableau, etc.).
• Strong coaching and leadership skills; ability to mentor, train, and grow a high-performing team.
• Excellent communication skills; ability to simplify complex topics for both team and customers.
• Strong problem-solving abilities, attention to detail, and experience managing escalations effectively.
• Ability to operate independently, prioritize tasks, and adapt to evolving business needs.
• Expertise in creating, auditing, and maintaining internal documentation, process guides, and QA frameworks.
• Knowledge of compliance, refunds, and invoice management best practices, with the ability to ensure accuracy across all billing interactions.
• A data-driven mindset with the ability to analyze metrics, identify trends, and implement improvements.

Additional Information

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accommodations@rippling.com

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a 40 mile radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.

This role will receive a competitive salary + benefits + equity.

A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.