About the role
Rippling’s Global Payroll Operations team manages payroll processing and services across 80+ countries around the world. As Rippling continues expanding globally, we are looking for a hyper-focused, customer-obsessed Escalations Lead to serve as our primary champion for customer experience when critical issues arise. This role is driven by a desire to make rapid, lasting improvements that immediately impact the experience of both our largest enterprise accounts and our smallest growing businesses.
You are part technical detective and part cross-functional project manager. When sticky, high-friction problems hit, you jump straight into action, unraveling complex scenarios into actionable components. You possess a deep understanding of our product behavior, thrive on rigorous root-cause analysis, and are relentless about driving end-to-end fixes alongside R&D counterparts, internal ops, and cross-functional leadership. You build trust effortlessly with customers, communicate with exceptional clarity, and translate frontline operational friction into high-value product roadmap items.
This is a high-visibility opportunity offering deep exposure to global product operations and an immediate, direct impact on our product quality and customer retention.
What you will do
- Own end-to-end management of executive escalations: Serve as the subject-matter expert and drive resolution of complex, cross-functional problems. Orchestrate internal stakeholders to collaborate efficiently, demonstrating control and leadership in high-stakes situations. Communicate complex scenarios with simple, clear, and strategic written and verbal communications.
- Customer Management and Communication: Jump into high-stakes customer escalations to stabilize critical issues and build immediate trust. Deconstruct problems into crisp updates for our customers and internal stakeholders.
- Project Manage Incidents: Bring structure to high-friction situations by coordinating action plans, ownership, and cross-functional execution.
- Root-Cause Analysis: Unravel complex technical and operational issues into actionable components, leading RCAs to prevent recurrence. When an incident or customer escalation arises, you rapidly root cause the situation and develop a plan forward.
- Analyze trends and root causes: Conduct thorough root cause analysis on each escalation to identify trends and drive effective process improvement. Share trends analysis with executive leadership.
- Partner directly with customers: Engage with customers to navigate complex challenges, resolve critical issues, and strengthen their trust in Rippling’s products and services.
- Drive End-to-End Fixes: Partner relentlessly with R&D and Ops to deliver durable fixes and critical roadmap items
What you will need
- 3+ Years Experience: Escalations Management, TPM, Account Management, Strategic Customer Support, or Operations at a fast-growing tech company.
- Obsessive Customer Focus: Passion for user experience and a track record of building immediate trust in high-stress moments.
- High Focus and Ability to Handle Pressure: Hyper-focused under pressure with a strong bias for action during critical incidents.
- Product & Technical Curiosity: Deep drive to understand product behavior and perform rigorous root-cause analysis.
- R&D Partnership: Strong collaborative muscle to influence Product, Engineering, and CX on permanent fixes.
- Structured Communication: Ability to break down complex issues into clear, actionable steps for both technical and executive audiences. Adept at managing communications for both internal and external stakeholders.
- Extremely driven and ambitious with a bias for action
- Have a solid track record of achievement - e.g., consistently delivered measurable business impact, quickly assumed increasing responsibility, or earned competitive recognition/ awards
- Quick learner with the ability to adapt to a fast-paced, high-growth environment
- Have excellent written and verbal communication in English with a strong attention to detail
- Ability to partner cross-functionally with a sense of urgency and influence without authority
- Previous experience in a fast-growth startup is preferred but not required
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. 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 $1.4B+ 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.