Global Support Strategy Leader

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 $1.4B+ 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

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 leader to serve as a key executive responsible for the global support strategy across Rippling’s expanding HR product suite. You will architect a world-class support organization that acts as a competitive moat, ensuring that as we scale, our customer experience remains a primary driver of retention and expansion. You will be responsible for the strategic vision, organizational design, and operational excellence of a multi-tiered global organization.

What You Will Do

• Architect the global scaling strategy for a 250+ person organization, optimizing for customer experience and cost-efficiency.
• Own the Support P&L for the HR suite of products, balancing aggressive growth with operational efficiency and technology investments (AI/Automation).

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• Design incentives and scalable systems to ensure process adherence through layers within the organization
• Establish a closed-loop feedback system with Product and Engineering leadership to drive "Supportability" as a core product feature, directly impacting long-term COGS.
• Partner with the executive team to align support goals with broader company milestones; provide insights into customer health and operational scalability.
  
  

What You Will Need

• 15+ years of progressive leadership experience, with a proven track record of leading "leaders of leaders" in high-growth, high-complexity SaaS environments.
• Comfortable working in a hybrid office environment (3 days minimum)
• Experience directly hiring and managing a distributed team with a proven track record of success in scaling teams and delivering results

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• Experience building scalable operational frameworks that maintain high-quality bars across disparate global regions and complex, regulated product lines (HR, Payroll, Benefits).
• A data-driven mindset with a proven ability to translate complex operational analytics into high-impact strategies, fostering a culture of extreme ownership and flawless execution
• Strategic oversight of the Support Tech Stack (e.g., Salesforce, AI-agent integration, Telephony) to drive radical productivity gains.
  
  

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 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.