Note: The job is a remote job and is open to candidates in USA. Rippling is a company that provides a unified platform for HR, IT, and Finance management. The Scaled Operations & Escalations Specialist will ensure a seamless experience for clients by navigating complex account scenarios and leading cross-functional project management efforts to resolve issues and enhance customer satisfaction.
Responsibilities
- Lead End-to-End Success Workstreams: Serve as the primary project lead for sensitive account milestones. You will drive the resolution of complex, cross-departmental challenges from discovery to completion
- Orchestrate Internal Excellence: Act as the central hub between Support, AM, and Product teams. You demonstrate total ownership in high-stakes situations where swift coordination is essential to a healthy partnership
- Direct-to-Customer Success Liaison: Act as the polished, authoritative point of contact for Scaled clients navigating complex billing or product configurations. You build trust by serving as the customer’s dedicated champion and technical navigator inside Rippling
- Strategic Communication: Translate technical or financial complexities into clear, actionable narratives for both the client and internal leadership
- Anticipate & Optimize Trends: Conduct strategic account audits to identify early indicators of friction. You will monitor health signals to intervene and improve the customer journey proactively
- Empower & Enable for Long-Term Success: Bridge the gap between "technical resolution" and "platform mastery." You will lead targeted sessions to ensure customers are technically confident and fully utilizing the Rippling ecosystem
Skills
- 3+ years in a high-intensity, customer-facing role such as Customer Support, Escalations, or Technical Account Management
- You have a passion for deconstructing complex problems and seeing a resolution through to the very end, you thrive on finding the 'path to yes
- Proven ability to act as a project manager, coordinating dozens of moving pieces across multiple departments (Legal, Finance, Product) simultaneously without losing momentum
- Exceptional ability to drive strong, transparent communications. You know how to keep Account Managers and stakeholders 'in the loop' while managing the heavy lifting of a resolution
- Exceptional ability to navigate sensitive client conversations with poise, maintaining a firm commercial stance while ensuring the customer feels heard and supported
- Comfortable navigating complex billing systems and CRM (SFDC) reporting to identify data-driven solutions and trends
Benefits
- 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](https://www.rippling.com/pay-transparency).
- 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.
Company Overview
Company H1B Sponsorship