Travel Support SupervisorCustomer SupportRemote (United States)

Current Openings Travel Support Supervisor Travel Support Supervisor 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 $1.2B 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 We are building a world-class Travel Support team - committed to helping customers before, during, and after they travel. Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements. Our Support Organization is composed of product specific teams such as HR, IT, Finance, and Travel.  If you are the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment - you have what it takes! What you will do Become a subject matter expert on our product through direct customer support and product/engineering interaction Lead a team of travel specialists tasked with providing travel support to customers Ensure your team is set up with the tools and resources they need to help customers with travel related problems Own team performance and KPIs and drive improvements with data-driven experimentation Be the subject matter expert for support practices Collaborate with support leadership to refine and adapt operating processes and procedures Deliver product feedback to Product / Engineering counterparts to reduce the inbound contact rate or resolution time on support interactions Communicate effectively with executive leadership on projects, priorities, and goals What you will need PST timezone is preferred 3+ years of customer service and/or Travel and hospitality industry-related experience, preferably at a SaaS company 3+ years of experience managing support agents of 8+ individual contributors, ideally overseeing a customer support team or similar customer-facing team 3+ years experience with a GDS (Travelport, Sabre) You have experience directly managing a distributed team Proven track record of maintaining SLAs Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity Experience should include designing and overseeing training, QA, and metric management programs at scale You lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through Extensive experience with Salesforce Service Cloud 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 ... (truncated, view full listing at source)