Customer Support Lead, R&D - Payroll Integrations

About the role

We are building a world-class Support team - committed to helping customers realise the full potential of Rippling. Team members focus on getting our customers back on course when challenges arise and contribute in 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

• Own complex Payroll Integration issues from intake through resolution, ensuring customers receive clear, accurate, and timely support.
• Serve as the technical SPOC, subject matter expert, and escalation point for anything Payroll Integrations across the Support team.
• Build a strong understanding of overall product direction, roadmap priorities, and technical constraints so you can represent Support effectively in Product and Engineering conversations.
• Partner with Engineering on JIRA tickets by providing high-quality issue context, customer impact, reproduction details, business priority, edge cases, and expected behavior.
• Identify automation opportunities across the team and its functions — including workflows, ticket handling, triage, quality review, reporting, and recurring customer pain points — and recommend tools, automation, or process changes that improve scalability and quality.
• Lead technical enablement for the team through brown bag sessions, case deep-dives, skill matrix calibration from a technical standpoint, and coaching on Payroll Integration troubleshooting best practices.

What you will need

• 5+ years of experience in customer support, technical support, payroll operations, HRIS support, integrations support, implementation, product operations, or a related customer-facing technical role.
• Strong understanding of payroll workflows, integrations, data flows, system dependencies, and common failure points in payroll or HR technology environments.
• Proven ability to troubleshoot complex and ambiguous issues, break them down clearly, and drive them to resolution with strong ownership.
• Experience partnering with Product and Engineering teams on bugs, JIRA tickets, technical escalations, roadmap discussions, or product improvement opportunities.
• Strong analytical mindset with the ability to identify recurring support trends, automation opportunities, tooling gaps, and process improvements across a team.
• Excellent communication, coaching, and enablement skills, with experience mentoring peers, leading technical sessions, or helping calibrate team skill levels.

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 [email protected]

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.