About the role
We are looking for an analytical, Customer -first , people-first Customer Support Manager (Tax) to lead and scale our frontline support operations. In this role, you will manage a frontline team of customer support associates and leads
You will be the operational backbone of frontline execution owning team performance, holding agents accountable to clear operational scorecards, and partnering cross-functionally with Product and Engineering to automate, deflect, and streamline support workflows. If you excel at diagnosing operational friction, coaching managers, and driving measurable metric improvements for high-value enterprise accounts, this role is for you.
What you will do
People Leadership & Coaching
- Manage, mentor, and develop a team of frontline Agents and Leads, cultivating leadership capabilities and holding them accountable to team SLAs.
- Foster an inclusive, high-performance, and continuous-learning team culture.
- Lead weekly 1:1s and operational check-ins grounded in objective scorecard metrics and actionable development plans.
Scorecard Ownership & Operational Performance
- Own end-to-end performance and consistency across the keyoperational scorecard.
- Drive targeted initiatives to bring Time to First Response (TFR) for both Case and Chat within strict SLA targets.
- Improve support delivery and resolution times for our highest-value clients, ensuring high attainment on case-aging thresholds.
- Increase self-service and AI ticket deflection without compromising customer satisfaction.
- Ensure team compliance across QA adherence, LMS training completion, and schedule adherence.
Continuous Improvement & Root-Cause Problem Solving
- Conduct regular "Gemba walks" (go-and-see analysis) to observe frontline workflows, identify systemic bottlenecks, and design root-cause solutions for recurring customer pain points.
- Partner with Product, Operations, and Engineering teams to advocate for improved Product , internal tooling, ticketing automations, and AI workflow enhancements.
- Standardize standard operating procedures (SOPs), knowledge-base articles, and escalation playbooks to ensure scalable support execution.
What you will need
- 3–5+ years of progressive customer support/CX experience, with at least 2+ years managing supervisors, team leads, or large frontline teams in a fast-paced environment (SaaS / Tech experience preferred).
- Metric-Driven Leadership: Proven track record of owning operational scorecards, managing to SLAs, and using data to guide weekly 1:1s and team coaching.
- Enterprise / High-Touch Awareness: Experience handling or overseeing escalations and SLAs for high-value enterprise accounts ($500k+ ARR or equivalent tiering).
- Process & Tooling Proficiency: Experience with modern support tools (e.g., Zendesk, Salesforce Service Cloud, Intercom, Jira) and workforce management (WFM) tools.
- Root-Cause Problem Solver: Demonstrated ability to dive deep into frontline workflows, diagnose friction points, and partner with technical teams to implement permanent fixes
- Strong Communication: Exceptional written, verbal, and stakeholder management skills.
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.
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.