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Escalations Specialist

Full Time

rippling

About Rippling

Rippling is the first way for businesses to manage all of their HR & IT—payroll, benefits, computers, apps, and more—in one unified workforce platform.
 
By connecting every workforce system to a single source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take onboarding, for example. With Rippling, you can just click a button and set up a new employees' payroll, health insurance, work computer, and third-party apps—like Slack, Zoom, and Office 365—all within 90 seconds.
 
Based in San Francisco, CA, Rippling has raised $450M from the world’s top investors—including Kleiner Perkins, Founders Fund, and Sequoia—and was named one of America's best startup employers by Forbes (#12 out of 500).
 
 

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'll 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.
  • Own retrospectives with company leaders: Build thorough incident analysis write-ups to ensure internal learnings are shared, and commitments to improvements are made

Qualifications

  • SaaS experience in a customer-facing role
  • Ruthless prioritization and time management
  • 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 
  • Executive presence – you can talk to a CEO with poise

#LI-remote

If you don’t meet all of the requirements listed here, we still encourage you to apply. No job description is perfect, and we might find an even more suitable opportunity that matches your skills and experience.

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[at]rippling.com.

 

We are committed both to the health of our employees and to promoting a safe and collaborative workplace, and vaccinations are the best way to end the COVID-19 pandemic and to protect our community. In the U.S., where permitted under federal and state law, all offers of employment will be conditioned upon new hires providing proof of vaccination prior to their start date, unless the individual qualifies for an accommodation. For all other locations, vaccinations are strongly encouraged.

Let us apply for you (from 10$)

To apply for this job please visit www.rippling.com.