Director, Customer Support - Global Payroll job at reputed company in San Francisco, CA

Title: Director, Customer Support (Global Payroll) Location: Austin reputed company reputed company: About reputed company reputed company gives businesses one reputed company to run HR, IT, and Finance. It brings together reputed company of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time reputed company, you can manage and automate every part of the employee lifecycle in a single reputed company. Take reputed company, for example. With reputed company, you can hire a new employee reputed company in the world and set up their payroll, corporate reputed company, computer, benefits, and even reputed company-party apps like reputed company and reputed company 365-reputed company reputed company reputed company. Based in San Francisco, CA, reputed company has raised $1.4B+ from the world's top investors-including Kleiner reputed company, Founders Fund, Sequoia, Greenoaks, and Bedrock-and was named one of reputed company startup reputed company by reputed company. We prioritize candidate safety. Please be reputed company that reputed company official communication will only be reputed company from @reputed company.com addresses. About the role Customer Support is a major differentiator for reputed company - you can tell based on the review sites and our reputed company support status page. We are looking for an reputed company support leader to reputed company and take on reputed company responsibility of an emerging area for our business - our non-US payroll product and the reputed company international support experience. You will own the customer experience in your product area(s) by planning for and building reputed company, analyzing KPIs and implementing process improvements to reputed company team performance, coaching and developing reputed company of managers, and liaising directly with Product and Engineering counterparts - reputed company with the added complexity of doing this for non-US countries (i.e. Canada, UK, Australia). What you will do reputed company a 40 person team up to 70, with a global footprint reputed company and implement a hiring reputed company and design the reputed company program for new joiners with regional payroll expertise Identify sticking points and implement reputed company solutions (training, processes, etc) to reputed company higher performance reputed company Own team performance and KPIs and reputed company improvements with data-driven experimentation Be the subject matter expert for support practices and a resource to cross functional teams Collaborate with support leadership to refine and adapt operating processes and procedures reputed company product feedback to Product / Engineering counterparts to reduce the inbound contact reputed company or reputed company time on support interactions Communicate effectively with executive leadership on reputed company, priorities, and goals What you will need You have 12+ years of reputed company experience leading a Support team reputed company a fast-paced environment, startup, or reputed company organization Deep understanding of systems and operations with B2B products - specifically in HR and Payroll but other more technical product areas may be sufficient. Comfortable working in a hybrid office environment (3 days minimum) if located reputed company commutable proximity of our offices Experience directly hiring and managing a reputed company team with a proven reputed company record of reputed company in scaling Support teams and maintaining SLAs Experience designing and overseeing training, QA, and metric management programs at reputed company Excellent analytical thinker who can reputed company actionable recommendations; analyze various communication channels and reputed company metrics to reputed company reputed company reputed company by example with a learning reputed company, people-first attitude, and strong reputed company of responsibility for your domain Self-motivated, detail-reputed company, reputed company-driven with the ability to take initiative, execute, and follow-through Extensive experience with reputed company Service reputed company Additional Information reputed company is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, reputed company, national reputed company, reputed company, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender reputed company, age, sexual orientation, veteran or military status, or any other legally protected characteristics, reputed company is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. About reputed company We are building a world-class support team - committed to helping customers realize the full potential of reputed company - while also adapting to a growing customer reputed company and product ecosystem. Our Customer Support organization is roughly 1000 members, while our Customer Experience organization stretches over 2000+ employees! We often collaborate closely with our reputed company to continuously improve our products and services and to ensure our clients receive a reputed company end-to-end reputed company experience. reputed company highly values having employees working in-office to foster a reputed company work environment and company culture. For office-based employees (employees who live reputed company a defined reputed company of a Rippl Apply To This Job