VP, Customer Support - HR Products
Posted 1 month ago Expired
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Upload Your ResumeAbout This Role
Lead the global customer support strategy for Rippling's HR product suite, building a world-class organization that differentiates the company through exceptional customer experience. This role focuses on scaling operations, optimizing for cost-efficiency, and aligning support goals with broader company objectives.
Responsibilities
- Architect the global scaling strategy for a 250+ person organization, optimizing for customer experience and cost-efficiency
- Own the Support P&L for the HR suite of products, balancing aggressive growth with operational efficiency and technology investments (AI/Automation)
- Design incentives and scalable systems to ensure process adherence through layers within the organization
- Establish a closed-loop feedback system with Product and Engineering leadership to drive "Supportability" as a core product feature, directly impacting long-term COGS
- Partner with the executive team to align support goals with broader company milestones; provide insights into customer health and operational scalability
Requirements
- 15+ years of progressive leadership experience, leading "leaders of leaders" in high-growth, high-complexity SaaS environments
- Comfortable working in a hybrid office environment (3 days minimum)
- Experience directly hiring and managing distributed teams with a proven track record of success in scaling teams and delivering results
- Experience building scalable operational frameworks that maintain high-quality bars across disparate global regions and complex, regulated product lines (HR, Payroll, Benefits)
- A data-driven mindset with a proven ability to translate complex operational analytics into high-impact strategies, fostering a culture of extreme ownership and flawless execution
- Strategic oversight of the Support Tech Stack (e.g., Salesforce, AI-agent integration, Telephony) to drive radical productivity gains
Qualifications
- 15+ years of progressive leadership experience, leading "leaders of leaders" in high-growth, high-complexity SaaS environments
Skills
* Required skills
Benefits
About Rippling
Rippling provides an all-in-one platform for HR, IT, and Finance, managing all workforce systems like payroll, expenses, benefits, and devices in a single system. It is based in San Francisco, CA and has raised over $1.4B in funding.