Rippling
Global Payroll Escalations & Project Lead
$70K–$123K
Remote (United States) · Remote · Full-time · Posted Oct 6, 2026
- Experience
- 3+ years in one of the stated fields: escalations management, account management, strategic customer support, or operations at a fast-growing tech company.
About the job
Leads customer escalations and incident projects for Global Payroll, diagnosing root causes and coordinating durable fixes with customers, R&D, Operations, and other teams.
What you'll do
- Manage executive escalations and customer communications through resolution.
- Coordinate incident action plans and lead root-cause analyses to prevent recurrence.
- Partner with R&D and Operations on lasting fixes, process improvements, and product roadmap items.
What they ask for
- 3+ years in escalations management, account management, strategic customer support, or operations at a fast-growing tech company.
- Strong customer focus, including building trust during high-stress issues.
- Ability to investigate product and operational problems and influence Product, Engineering, and CX on permanent fixes.
- Excellent written and verbal English communication and ability to coordinate cross-functional stakeholders under pressure.
Nice to have
- Previous experience in a fast-growth startup is preferred but not required.
Pay
USD 81,840–122,760 per year (base salary); USD 73,656–110,484 per year (base salary); USD 69,564–104,346 per year (base salary)
Model-written summary · the original posting is authoritative