Apr 2025 – Present · 1 yr 2 mos

Jan 2024 – Mar 2025 · 1 yr 2 mos

• Responsible for setting up and scaling Talent Product support (supporting 5 different product SKUs) from ground up. Started with team of 2 IC's in January 2024 and scaled the
• team to 25+ ICs so far.
• Worked with training and content leads to setup training framework, customer facing and internal documentation for Talent product support. The training
• framework allowed all new ICs to be able to support our customers on chat since their week 3 at Rippling.
• Managed Talent support and operations while ensuring all key KPIs are met while keeping CSAT above 90% while maintaining quality above 90% .
• To ensure optimal quality of deliverables and fix declining quality in terms of product knowledge of agents and triage of customer issues. Devised a process and corresponding KPI
• that allowed improvement in overall quality.
• Coached leads and senior ICs on team to be able to succeed in their current roles while preparing them for new roles.
• Setup automations to ensure smooth operations of Talent Support team.
• Worked with Engineering stakeholders to deliver product improvements and new release while maintaining accountability and timelines.
• Followed Data driven approach by setting up real time dashboards that allow monitoring of key KPIs to be able to proactively address day to day problems such as
• delayed responses, managing customer escalations and improving quality.

Jun 2023 – Dec 2023 · 6 mos

• Oversaw and managed the successful migration of the Account Operations team from Operations to Customer Support, streamlining processes and improving selfserve
• functionality.
• Drafted the future state for Account Operations processes, collaborating with cross-functional stakeholders to ensure efficient and effective operations.
• Trained Account Managers and Implementation Managers on leveraging Account Operations offerings, enhancing their ability to provide comprehensive support to
• customers.
• Led and managed the launch of Rippling Recruiting, setting up support processes and frameworks, and providing training to personnel.
• Implemented a self-serve implementation framework for Rippling Recruiting, facilitating a seamless transition from HiringThing and Greenhouse.
• Launched Rippling Recruiting with chat support from day one, in addition to conventional email support, ensuring a high level of customer service.
• Collaborated with the New Products Support team to draft and publish 71 help center articles related to Rippling Recruiting, providing comprehensive resources for
• customers.
• Managed queue and workforce management, scheduling for all new products in the New Products team and Account Operations team, optimizing resource
• allocation and ensuring efficient operations.
• Conducted quality assurance for the entire Account Operations and New Products Support team, implementing measures to improve the overall quality of support
• provided to customers.
• Currently working on automation initiatives, leveraging Slack workflows and frameworks to improve work processes for the New Products and Account Operations
• team, with a focus on improving key support KPIs such as Time to First Response (TFR), Customer Satisfaction (CSAT), and Help Center (HC) deflection.

Mar 2022 – Jun 2023 · 1 yr 3 mos

• Managed a highly impactful and high-performing team responsible for the offboarding process, ensuring a seamless customer experience and minimizing financial
• liability for Rippling.
• Developed and implemented improvement plans, resulting in increased efficiency and optimization of the offboarding process.
• Prepared detailed reports and conducted meetings with cross-functional stakeholders to drive process improvement initiatives.
• Acted as the main point of contact for resolving billing disputes, filling discrepancies, and handling data for customers offboarding the Rippling platform.
• Collaborated with engineering to automate the customer offboarding process, reducing the need for manual intervention and improving user experience.
• Curated key performance indicators (KPIs) to measure the productivity and efficiency of the operations team.
• Designed future product states and operational workflows to fully automate day-to-day activities.
• Successfully managed the team during peak seasons with limited headcount, proactively monitoring markers to minimize financial liability and escalations.
• Actively involved in escalation management, serving as a main point of contact for executive escalations.

Dec 2021 – Mar 2022 · 3 mos

• Mentored and led a high-performing team of 12+ product support specialists, ensuring exceptional post-sales support for Rippling's Employee Management
• Platform.
• Achieved a CSAT adherence rate of 95%+ for Omni Channel Support, demonstrating a commitment to delivering outstanding customer experiences.
• Maintained an average first response time of under 2 minutes for chat support, addressing customer inquiries promptly and efficiently.
• Collaborated closely with engineering teams to identify and implement product improvements based on customer feedback, resulting in enhanced functionality and
• user satisfaction.
• Worked with enablement teams to improve existing Help Center documentation and proactively develop new resources, empowering customers to maximize their
• utilization of the Rippling platform.
• Successfully managed escalations and disputes involving Rippling customers, conducting root cause analysis and working with the product team to implement longterm
• fixes.

Jul 2020 – Dec 2021 · 1 yr 5 mos

• Responsible for providing the highest level of expertise for post-sales support activities, engaged in triaging of product defects before assignment to product Scrum teams.
• Acting as a customer advocate to ensure that the product remains up-to-date with the latest features relevant to an HR management system.
• Working directly with customers to help them with their Rippling Implementation and provide technical support and guidance to the customer.
• Act as Rippling product expert, write knowledge base articles, educate customers or partners on new products or services including best practices.
• Present solutions to complex HR use cases, work with partners or customers through face-to-face, video conferencing, email, and Zendesk ticketing system.
• Mentor and manage new hires, monitor case queue, workload and managing ongoing escalation and emergency issues.
• Work on operational process to ensure high degree of satisfaction among the Rippling Customers.