Customer Support is a major differentiator for Rippling - you can tell based on the review sites and our public support status page. We are looking for an experienced support leader to join our team and take on direct responsibility of supporting Rippling’s Time products and the related international support experience. You will own the customer experience in your product area(s) by planning for and building a team, analyzing KPIs and implementing process improvements to drive team performance, coaching and developing a team of managers, and liaising directly with Product and Engineering counterparts including supporting any acquisitions that happen along the way. What you will do. Scale a 60 person team up to 100, with a global footprint. Develop and implement a hiring strategy and design the onboarding program for new joiners with regional payroll expertise Identify sticking points and implement scalable solutions (training, processes, etc) to achieve higher performance levels. Own team performance and KPIs and drive improvements with data-driven experimentation. Be the subject matter expert for support practices and a resource to cross functional teams. 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. You have 12 years of professional experience leading a Support team within a fast-paced environment, startup, or Saas organization. Deep understanding of systems and operations with B 2 B products - specifically in HR and Payroll but other more technical product areas may be sufficient. Comfortable working in a hybrid office environment (3 days minimum) if located within commutable proximity of our offices. Experience directly hiring and managing a distributed team with a proven track record of success in scaling Support teams and maintaining SLAs. Experience designing and overseeing training, QA, and metric management programs at scale. Excellent analytical thinker who can deliver actionable recommendations; analyze various communication channels and develop metrics to track success. 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.