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Customer Support Manager - Platform

Rippling · Remote (United States), United States · Remote · Active · Rippling ATS

Job facts

FieldValue
CompanyRippling
TitleCustomer Support Manager - Platform
Normalized title-
Department / teamCustomer Support
LocationUnited States
Work modelRemote / Remote
Employment typeFull Time
Salary-
Statusactive
ATS providerRippling ATS
Posted / first seen2026-06-05 / 2026-06-06
Changed / last seen2026-06-06 / 2026-06-06

Related slices

PageWhat it containsOpen
Company jobsActive postings from Rippling.Open
Company breakdownsRole, location, ATS, and work model facets for this company.Open
ATS provider jobsActive postings observed through Rippling ATS.Open
Provider filtered searchThe same provider as a filtered job collection.Open
Department jobsActive postings in Customer Support.Open
Work model jobsActive Remote postings.Open
Lifecycle eventsOpen, update, close, and reopen events for this posting.Open
Original postingCanonical source or apply URL captured from the ATS.Open

Linked records

CompanyRippling
Source02062ba4-35e8-43e7-964f-b1ad299a2912
ATS providerRippling ATS

Description

company 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. role About the role The manager will lead a global team responsible for ensuring seamless operations, high customer satisfaction, and timely resolution of queries. This role requires strong analytical, operational, and leadership skills to manage complex processes and drive continuous improvement in accuracy, efficiency, and customer experience. The manager will collaborate closely with Finance, Product, and Customer Success teams to ensure all touchpoints reflect transparency, compliance, and customer trust. What you will do Lead and manage the Support team to deliver high-quality customer support across multiple regions and time zones. Oversee all customer interactions, including invoicing, payments, refunds, adjustments, and credit memos. Design and implement scalable processes for issue resolution, SLA adherence, and escalation management. Monitor and analyze KPIs such as ticket turnaround time and CSAT. Collaborate with Finance, Engineering, and Product teams to identify and resolve recurring issues or process gaps. Develop and maintain documentation, FAQs, and knowledge base articles to improve customer self-service. Train and mentor team members to enhance domain knowledge and problem-solving capability. Drive automation and system improvements to reduce manual interventions and improve accuracy. Ensure compliance with internal controls, financial policies, and data security standards. What you will need You have 2-4 years of professional experience with direct People Management of a Support team within a fast paced environment preferably at a SaaS company Excellent communication, leadership, and stakeholder management skills. Experience hiring and managing a distributed team Strong organizational skills and the ability to multitask while helping multiple customers/team members at the same time A data-driven approach to developing, tracking, and optimizing performance metrics Proficiency with data analysis tools (ex: Microsoft Excel, Google Sheets) Creative problem solvers who enjoys removing blockers for customers in support of the team Courage to challenge the status quo when logic and reason require it. See something broken? Fix it Empathy, the ability to recognize where a customer is coming from, and identify how Rippling can help them 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 [email protected] 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 defined 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. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here. 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.

Full job record

Job ID9128ff9155edce768ec57cfea779993ae2bdd3fd
Org ID95955af6-63d9-4202-8015-38114b0c4352
Source ID02062ba4-35e8-43e7-964f-b1ad299a2912
Board ID02062ba4-35e8-43e7-964f-b1ad299a2912
Providerrippling
Provider Job Key3bed619a-5315-4809-b37d-ed331756d7ee
TitleCustomer Support Manager - Platform
Normalized Title
Statusactive
Activeyes
Location TextRemote (United States), United States
DepartmentCustomer Support
Team
Employment Typefull_time
Workplace Typeremote
Remote Policyremote
CountryUnited States
Region
City
Salary Raw
Salary Min
Salary Max
Salary Currency
Salary Period
Source URLhttps://ats.rippling.com/rippling/jobs/3bed619a-5315-4809-b37d-ed331756d7ee
Apply URLhttps://ats.rippling.com/rippling/jobs/3bed619a-5315-4809-b37d-ed331756d7ee
First Seen At2026-06-06 08:43:09Z
Last Seen At2026-06-06 18:47:56Z
Last Checked At2026-06-06 18:47:56Z
Last Changed At2026-06-06 08:43:09Z
Inactive At
Source Posted At2026-06-05 18:04:48Z
Source Updated At
Raw Payload Uris3://job-postings-prod-raw-590183727216/raw/provider=rippling/board=rippling/date=2026-06-06/2026-06-06T18-47-12-364Z-8e1cce66186ea3ee494130c0b15921dc0d71aaa37e03abd15f09e33ca1ed486c.json
Event Fields
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  "last_changed_at": "2026-06-06T08:43:09.410Z",
  "active_status": "active"
}
Parsed Structured
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    "region": null,
    "country": "United States",
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    "confidence": 0.98,
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  "inferred_at": "2026-06-06T18:47:56.030Z",
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    "included": true,
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  "salary_period": null,
  "workplace_type": "remote",
  "salary_currency": null
}
Extensions
{}
Native Structured
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    "description": {
      "role": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:14.25pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"font-size:14.25pt;white-space:pre-wrap;\">About the role</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11.25pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">The manager will lead a global team responsible for ensuring seamless operations, high customer satisfaction, and timely resolution of queries. This role requires strong analytical, operational, and leadership skills to manage complex processes and drive continuous improvement in accuracy, efficiency, and customer experience. The manager will collaborate closely with Finance, Product, and Customer Success teams to ensure all touchpoints reflect transparency, compliance, and customer trust.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11.25pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:15pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"font-size:15pt;white-space:pre-wrap;\">What you will do</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">Lead and manage the Support team to deliver high-quality customer support across multiple regions and time zones.</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">Oversee all customer interactions, including invoicing, payments, refunds, adjustments, and credit memos.</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">Design and implement scalable processes for issue resolution, SLA adherence, and escalation management.</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">Monitor and analyze KPIs such as ticket turnaround time and CSAT.</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">Collaborate with Finance, Engineering, and Product teams to identify and resolve recurring issues or process gaps.</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">Develop and maintain documentation, FAQs, and knowledge base articles to improve customer self-service.</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">Train and mentor team members to enhance domain knowledge and problem-solving capability.</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">Drive automation and system improvements to reduce manual interventions and improve accuracy.</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">Ensure compliance with internal controls, financial policies, and data security standards.</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:15pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"font-size:15pt;white-space:pre-wrap;\">What you will need</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">You have 2-4 years of professional experience with direct People Management of a Support team within a fast paced environment preferably at a SaaS company</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">Excellent communication, leadership, and stakeholder management skills.</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">Experience hiring and managing a distributed team</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">Strong organizational skills and the ability to multitask while helping multiple customers/team members at the same time</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">A data-driven approach to developing, tracking, and optimizing performance metrics </span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">Proficiency with data analysis tools (ex: Microsoft Excel, Google Sheets)</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">Creative problem solvers who enjoys removing blockers for customers in support of the team </span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">Courage to challenge the status quo when logic and reason require it. See something broken? Fix it</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">Empathy, the ability to recognize where a customer is coming from, and identify how Rippling can help them</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:15pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"font-size:15pt;white-space:pre-wrap;\">Additional Information</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11.25pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">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 [email protected]</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11.25pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11.25pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">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 defined 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.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11.25pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11.25pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11.25pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:11.25pt;white-space:pre-wrap;\">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.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11.25pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11.25pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p>",
      "company": "<meta><h2 style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;line-height:1.6;font-size:29pt;font-weight:600;letter-spacing:0.5px;margin-top:18px;margin-bottom:4px;padding-left:0px;\"><b><strong style=\"color:rgb(0,0,0);font-size:15pt;white-space:pre-wrap;\">About Rippling</strong></b></h2><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">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.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">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.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Based in San Francisco, CA,</span><a href=\"https://www.rippling.com/careers#:~:text=GLOBAL%20EMPLOYEES-,%241.4B%2B,-RAISED%20TO%20DATE\" target=\"_blank\" class=\"css-173makr-linkStyle\" style=\"color:rgb(30,74,169);cursor:pointer;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\"> </span><u><span style=\"color:rgb(30,74,169);font-size:11pt;text-decoration:underline;white-space:pre-wrap;\">Rippling has raised $1.4B+</span></u></a><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\"> 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.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">We prioritize candidate safety. Please be aware that all official communication will only be sent from @</span><a href=\"http://www.rippling.com\" target=\"_blank\" class=\"css-173makr-linkStyle\" style=\"color:rgb(30,74,169);cursor:pointer;\"><u><span style=\"color:rgb(30,74,169);font-size:11pt;text-decoration:underline;white-space:pre-wrap;\">Rippling.com</span></u></a><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\"> addresses.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p>"
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          "oid": "email",
          "title": "Email",
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          "oid": "current_company",
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          "id": "6a23100ed2b023f3a40958cd",
          "form": {
            "sections": [],
            "questions": [
              {
                "tags": [],
                "title": "Do you require sponsorship now or in the future to work in the US",
                "canEdit": false,
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                "uniqueKey": "b244b298-5d87-4334-b6bb-e004d7ca1ffc",
                "intChoices": [],
                "isRequired": true,
                "strChoices": [
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                "description": "",
                "questionType": "KNOCKOUT",
                "allowComments": false,
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              }
            ],
            "skipLogic": [],
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          },
          "name": "Require sponsorship (knockout)"
        }
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    },
    "hasAIEvaluationsEnabled": true,
    "eeocQuestionnaireEnabled": true,
    "applicationConfirmationTemplate": "6348729c5a9a6e6df0bb6f64",
    "eeocQuestionnaireEnabledForJobPost": true
  },
  "detail_meta": {
    "url": "https://ats.rippling.com/api/v2/board/rippling/jobs/3bed619a-5315-4809-b37d-ed331756d7ee",
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}
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GET https://api.bluedoor.sh/job-postings/v1/jobs/9128ff9155edce768ec57cfea779993ae2bdd3fd?include=descriptionJSON
GET https://api.bluedoor.sh/job-postings/v1/orgs/95955af6-63d9-4202-8015-38114b0c4352JSON
GET https://api.bluedoor.sh/job-postings/v1/sources/02062ba4-35e8-43e7-964f-b1ad299a2912JSON
GET https://api.bluedoor.sh/job-postings/v1/jobs/9128ff9155edce768ec57cfea779993ae2bdd3fd/eventsJSON