Scaled Operations & Escalations Specialist

About the role

This role is the primary driver for ensuring our Scaled customer segment achieves a seamless, high-value experience on Rippling. You are the strategic lead for navigating complex account milestones and specialized technical scenarios. As a Success Operator, you act as a cross-functional project manager to resolve friction points and ensure every account is positioned for a frictionless renewal.

We are prioritizing candidates based in CST and EST time zones.

How you’ll spend your time:

• 80% Targeted Solutioning & Resolution: You will lead the charge on high-priority cases, acting as a project manager to align internal teams and deliver rapid, comprehensive solutions. You’ll navigate complex scenarios to ensure the customer’s partnership with Rippling remains strong.
• 20% Proactive Health & Optimization: You will use data-driven insights to identify accounts that need additional guidance before they face hurdles. By identifying these trends, you’ll help refine our internal processes to improve the experience for all Scaled clients.

You’ll monitor key health indicators, such as support ticket patterns and product engagement. When you identify an opportunity to optimize an account, you’ll reach out to the customer to resolve potential frustrations and improve their account health long before it reaches a critical point.

• Account Health & Specialized Resolution (80% of Role)
• Lead End-to-End Success Work streams: 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.

• Experience: 3+ years in a high-intensity, customer-facing role such as Customer Support, Escalations, or Technical Account Management.
• The Solution Finder Mindset: 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.
• Project Management Prowess: Proven ability to act as a project manager, coordinating dozens of moving pieces across multiple departments (Legal, Finance, Product) simultaneously without losing momentum.
• Collaborative Communicator: 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.
• De-escalation Expertise: Exceptional ability to navigate sensitive client conversations with poise, maintaining a firm commercial stance while ensuring the customer feels heard and supported.
• Technical Savvy: Comfortable navigating complex billing systems and CRM (SFDC) reporting to identify data-driven solutions and trends.

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…