Supervisor, Medical Office - San Francisco, CA, United States - Rippling People Center Inc.

Description

Customer Support Supervisor (Identity Management)** Rippling is the first way for businesses to manage all of their HR & IT payroll, benefits, computers, apps, and more in one unified workforce platform.

By connecting every workforce system to a single source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes.

With Rippling, you can just click a button and set up a new employees' payroll, health insurance, work computer, and third-party apps like Slack, Zoom, and Office 365 all within 90 seconds.

We are building a world-class Identity Management Support team committed to helping customers realize the full potential of Rippling.

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.

Devices Support is growing quickly and with your help, we will continue to fortify and expand our world-class customer experience.

Help re-enforce 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 Ripplings 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

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 Identity Management / Apps Integration 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
• Creative problem solver who enjoys removing blockers for customers in support of the team
• LI-Remote

**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. We are committed both to the health of our employees and to promoting a safe and collaborative workplace, and vaccinations are the best way to end the COVID-19 pandemic and to protect our community.