Manager, Support Enablement Customer Support Remote (United States)

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.

About the role

We’re looking for a Manager, Support Enablement to lead the enablement function for our Support teams. Our enablement team is responsible for ensuring that our Support teams, from agents, to Team Leads, to Supervisors and Managers have sufficient product knowledge, process knowledge, and soft skills to execute their roles. You will own both onboarding and continued education for individual contributors and managers alike, and set the foundation for scale across enablement programs.

Rippling’s CX org supports dozens of HR, IT, and Finance products, and thousands of customers from different industries all over the globe. You’ll collaborate with CX leadership, product, customer education, and Sales enablement, to: a) prioritize training needs and tailor product training to various segments, b) refine our onboarding processes to optimize new hire experience and knowledge retention in the first 5 weeks c) create custom enablement programs to support new process and playbook rollouts d) build, coach and develop, a high performing team to deliver the best quality enablement to our implementation managers, customer success managers, and support agents.

Rippling’s compound-product strategy is a core value proposition to our customers, and as we continue to grow the footprint of our product offering, our orgs ability to successfully service customers across a growing product suite is a key driver of our success in 2024 and beyond.

You’ll love this role if you’re excited by the challenge of developing the system for hundreds of CX team members to effectively service customers on dozens of products, and making a significant impact on customer retention and other CX KPIs.

What you will do

• Manage a growing team of 3-5 enablement Program Managers each aligned to different programs within Support Enablement: onboarding, quality, and leadership
• Partner with Support leaders to ensure onboarding and ongoing enablement is properly customized to meet individual team needs across different roles, segments, channels, and geographies.
• Collaborate with our Operations, Programs, and CX Enablement teams to develop scalable processes that will support Rippling’s rapid growth trajectory and hiring cadence
• Analyze the data relevant to CX enablement programs; drive monthly and quarterly business reviews and set the annual Support Enablement strategy
• Coach and develop a team of high performers
• Get your hands dirty and jump in to assist in our highest visibility, thorniest projects to ensure proper execution

What you will need

• 5+ years of relevant experience in Enablement or Learning and Development, preferably with experience in B2B SaaS and HR
• 2+ years of experience managing teams
• Enablement program design - you’ve built thoughtful, elegant programs that have served hundreds of team members to overachieve their targets
• Product mastery – you roll your sleeves up to understand your products as deeply as the teams you train
• Process design – when something isn’t working, you’re the person developing a lightweight process improvement that’ll tackle the root problem
• Clear communicator – you can summarize information to inform stakeholders or define training objectives without bringing your audience deep into the weeds with you
• Self-starter - you have a bias towards action and are able to manage multiple, competing priorities in a fast-paced environment.
• Collaborator - you’re a team player who thinks big, is hands-on, organized, and solves problems.
• Organized – you have high attention to detail and is disciplined about keeping your stakeholders informed on a regular basis
• Analytical - you relish the opportunity to dig into the data and draw insights that help move the business forward. Pivot tables, VLOOKUP and SFDC dashboards are your friends.

If you don’t necessarily meet all of the requirements listed here, we still encourage you to apply because skills can be used in lots of different ways, your life experience is equally important sometimes.

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.

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; see which tier applies to your location here .

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.