About the role
We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. As a member of our quickly growing Travel Support team, you will be responsible for directly supporting our agents and new hires. As owners of customer satisfaction, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for the traveler.
This is an exciting role where you will have a direct impact on our day-to-day operations, traveler experience and product development! Beyond direct issue resolution, your responsibilities will include:
- Creating and maintaining training content and documentation to ensure agents have access to the latest product and procedural knowledge.
- Delivering training sessions (both virtual and in-person) on complex topics, new feature rollouts, and best practices.
- Providing dedicated support and mentorship to new hires to accelerate their onboarding and ensure they are quickly set up for success.
Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements.
If you are the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment - you have what it takes!
What you will do
- Responsible for supporting our Rippling customers and resolving issues related to our Travel Products.
- Take charge of customer issues from start to finish - while working in a dynamic and fast-paced environment.
- Leverage phone, chat, email functionality, and video conferencing to help our customers optimize Rippling’s Travel Product
- De-escalate and resolve issues by leveraging platform and industry expertise.
- Responsible for documenting product functionality and country-specific nuances and training Global Support Team members.
- Become a product expert - you'll be a go-to resource for both customers and coworkers.
- Identify areas of improvement and work directly with Product and Engineering teams to share areas where we can better serve our customer base through automation or added features.
- Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s needs are met
What you will need
- Required: >5 years of working in the travel industry, ideally including team lead and/or leadership responsibilities
- Required: experience with Travelport or Sabre GDS
- Required: Proficient in English; written and verbal communication skills
- Demonstrated experience in problem-solving with attention to detail
- Organizational skills and experience in improving processes
- Flexibility with changing job duties and responsibilities
- Time management skills and the ability to prioritize
- Two or more years of experience in instructional design and training delivery, preferably within the travel sector.
- Deep expertise in leveraging technology, including LMS platforms, e-learning development, and virtual classrooms, to effectively train a dispersed, remote workforce.
- Track record of creating and optimizing training curricula that drive learner success.
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.
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 $1.2B 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.
Note:
This role requires flexibility across time zones to meet business needs. You will be scheduled to work during one of the following shifts:
- 6:00 AM – 2:30 PM PDT
- 9:00 AM – 5:30 PM PDT
- 11:00 AM – 8:30 PM PDT
The position operates on a rotational shift basis and will require weekends.