Remote job description

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 Will 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.
What You Will Need
  • SaaS experience in a customer-facing role is a plus
  • 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
Additional InformationThis 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.Tier 1: $92,000 - $121,000k/yrTier 2: $82,000 - $109,000k/yrTier 3: $78,000 - $103,000k/yrA 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 above.Show more Show less




Summary
Company name: Rippling
Remote job title: Escalations Specialist
Job tags: Product Engineering, Executive Management, Root Cause Analysis

Share or copy

Job alerts