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

We are building a specialized Support team focused on Payroll Integrations, operating at the intersection of payroll, accounting/reconciliation, and API/integration support.

This team is responsible for handling complex, high-impact customer issues where data accuracy, financial correctness, and system reliability are critical. You will partner closely with Product, Engineering, and Finance to ensure seamless and scalable customer experiences across payroll and integrations workflows.

What you will do

Manage multiple frontline customer support teams (first-line supervisors / L2 layer)
Track, monitor, and improve key metrics like CSAT, SLA adherence, resolution time, and escalations
Own and resolve complex issues related to payroll discrepancies, reconciliation gaps, and integration/API failures
Build scalable workflows for data validation, reconciliation checks, and issue prevention
Partner cross-functionally with Product & Engineering to debug integration issues and improve system reliability
Identify trends across integration failures, payroll mismatches, and system gaps, and drive continuous improvement
Create and maintain support playbooks, documentation, and structured escalation frameworks
Use data to make informed decisions and enhance the overall customer experience
Build and maintain a high-performance, collaborative team culture

What you will need

5+ years of experience in Customer Support / Support Operations, preferably in SaaS
2+ years of experience managing team leads or managers (second-line leadership)
Strong exposure to payroll systems, accounting/reconciliation workflows, or financial operations
Experience supporting integrations/APIs, system migrations, or technical product issues
Ability to troubleshoot data discrepancies, sync issues, and system-level failures
Experience managing high-volume, high-complexity support environments
Strong analytical mindset with a data-driven approach
Ability to collaborate effectively with Product, Engineering, and Finance teams
Strong organizational skills and ability to operate in fast-paced, evolving environments

NOTE:

This role requires you to work between 6.30PM to 3.30AM IST.
This is a hybrid role. We expect you to be in our Bangalore office for 3 days in the week.

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.

Customer Support Manager - Payroll Integrations