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Customer Support Lead - Account Ops
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 The Account Operations Lead is a multi-faceted role responsible for:
- Coaching and training team members on customer support and operational best practices.
- Creating, maintaining, and auditing internal and customer-facing content.
- Managing escalations, incidents, and cross-functional operational processes.
- Overseeing end-to-end client offboarding processes.
- Supporting customers with employee management platform issues, leveraging chat, email, and video conferencing to resolve complex cases.
What you will do
- Own customer issues end-to-end across Rippling's employee management platform.
- Manage end-to-end client offboarding, including refunds, account closures, product transitions, and compliance with internal and external policies.
- Keep records of all offboarding activities and customer interactions in the CRM/system.
- Work closely with Product, Engineering, Legal/Compliance, Payroll, Benefits, and IT teams to handle complex offboarding cases, understand country- or region-specific rules for data/document retention, and suggest process improvements to make offboarding smooth.
- Have experience or interest in product/account offboarding, US/Global Payroll, IT devices, benefits, spend management, and reporting/data exports.
- Be familiar with legal, tax, or compliance requirements related to offboarding.
- Coach team members on operational tools, processes, and best practices.
- Audit and improve processes and documentation to ensure accuracy and efficiency.
- Identify and drive process improvements to enhance offboarding and operational workflows.
- Support customers via chat, email, and video to optimize workflows, reports, permissions, and automations.
- Bachelor's degree with strong academic performance.
- 5+ years of work experience in a customer/client-facing role.
- Proven track record of:
- Taking initiative with limited oversight
- Problem-solving with attention to detail
- Operating in a time-sensitive environment
- Learning quickly and synthesizing complex information
- Working effectively in cross-functional environments
- Communicating clearly both orally and in writing
- Adapting flexibly to changing job duties and responsibilities
- Strong problem-solving, collaboration, and communication skills.
- Experience or interest in account offboarding, payroll, benefits, IT, and compliance.
- Comfortable working in cross-functional, fast-paced environments.
- Familiarity with legal, tax, or compliance requirements related to offboarding preferred.
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
