Travel Support Supervisor

About Rippling

Rippling offers companies one place to run HR, IT, and Finance. It brings collectively the entire workforce methods which can be usually scattered throughout an organization, like payroll, bills, advantages, and computer systems. For the primary time ever, you possibly can handle and automate each a part of the worker lifecycle in a single system.

Take onboarding, for instance. With Rippling, you possibly can rent a brand new worker anyplace on this planet and arrange their payroll, company card, pc, advantages, and even third-party apps like Slack and Microsoft 365—all inside 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.2B from the world’s prime traders—together with Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one among America’s finest startup employers by Forbes.

We prioritize candidate security. Please remember that every one official communication will solely be despatched from @Rippling.com addresses.

About the position

We are constructing a world-class Travel Support staff – dedicated to serving to prospects earlier than, throughout, and after they journey. Team members give attention to getting our prospects again on target when challenges come up and contribute to inside discussions round product enhancements. Our Support Organization consists of product particular groups equivalent to HR, IT, Finance, and Travel.  If you might be the kind of individual to take a look at a flight of 10,000 stairs, pause, get a bit excited, after which seize the second – you might have what it takes!

What you’ll do

• Become a subject professional on our product by way of direct buyer help and product/engineering interplay
• Lead a staff of journey specialists tasked with offering journey help to prospects
• Ensure your staff is about up with the instruments and sources they should assist prospects with journey associated issues
• Own staff efficiency and KPIs and drive enhancements with data-driven experimentation
• Be the subject material professional for help practices
• Collaborate with help management to refine and adapt working processes and procedures
• Deliver product suggestions to Product / Engineering counterparts to scale back the inbound contact price or decision time on help interactions
• Communicate successfully with government management on initiatives, priorities, and targets

What you have to

• PST timezone is most popular
• 3+ years of customer support and/or Travel and hospitality industry-related expertise, ideally at a SaaS firm
• 3+ years of expertise managing help brokers of 8+ particular person contributors, ideally overseeing a buyer help staff or comparable customer-facing staff
• 3+ years expertise with a GDS (Travelport, Sabre)
• You have expertise instantly managing a distributed staff
• Proven monitor file of sustaining SLAs
• Able to be versatile and agile in responding to evolving enterprise priorities and coping with ambiguity
• Experience ought to embrace designing and overseeing coaching, QA, and metric administration applications at scale
• You lead by instance with a studying mindset, people-first perspective, and powerful sense of duty to your area
• Self-motivated, detail-attentive, action-driven with the flexibility to take initiative, execute, and follow-through
• Extensive expertise with Salesforce Service Cloud

Additional Information

Rippling is an equal alternative employer. We are dedicated to constructing a various and inclusive workforce and don’t discriminate based mostly on race, faith, coloration, nationwide origin, ancestry, bodily incapacity, psychological incapacity, medical situation, genetic info, marital standing, intercourse, gender, gender id, gender expression, age, sexual orientation, veteran or army standing, or some other legally protected traits, Rippling is dedicated to offering cheap lodging for candidates with disabilities who want help in the course of the hiring course of. To request an affordable lodging, please e mail lodging@rippling.com

Rippling extremely values having staff working in-office to foster a collaborative work surroundings and firm tradition. For office-based staff (staff who dwell inside a 40 mile radius of a Rippling workplace), Rippling considers working within the workplace, not less than three days per week below present coverage, to be a necessary perform of the worker’s position.

This position will obtain a aggressive wage + advantages + fairness. The wage for US-based staff might be aligned with one of many ranges under based mostly on location; see which tier applies to your location here.

A wide range of elements are thought of when figuring out somebody’s compensation–together with a candidate’s skilled background, expertise, and site. Final provide quantities could fluctuate from the quantities listed under.