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SalaryRippling 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.
About The Role
You’re always up to the challenge of solving complex issues!
As an Escalations Specialist at Rippling, you’ll ensure successful resolution of complex customer issues and high-impact incidents in partnership with our Customer Support, Customer Success, Product, Engineering, and Executive teams.
In this highly visible role, you will be focused on improving the customer experience while building scalable escalations and incident management processes. If you are the type of person who loves unwinding complex issues and then sharing your findings to improve processes going forward, you’re in the right place!
What you will do
Be our customer’s point person: Own end-to-end management of Rippling’s customer escalations, ranging from high profile incidents to complex cross-product escalations. Instill trust while serving as the customer’s single point of contact through issue resolution.
- Work cross-functionally with key Rippling stakeholders: Build strong working relationships across the company - from support to customer success to product to engineering.
- Project manage issues to resolution: Project manage internal stakeholders to collaborate efficiently for fast resolution, and always keep the customer updated along the way.
Analyze trends and root causes: Conduct thorough root cause analysis on all issues you are looped into, and share trends analysis with executive leadership.
What you will need
3+ years of hands-on experience working on crisis management and resolution.
- Ruthless prioritization and time management
- Executive presence - you can talk to a CEO with poise!
- Master project / task manager – you never drop the ball
- Ability to explain complex scenarios in simple, clear written or verbal communications
- Strong attention to detail and ability to solve complex, interdependent problems
Ability to partner cross-functionally with a sense of urgency
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 accomodations@rippling.com
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 40 mile 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.
This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location.
A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.
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