Supervisor, Benefits Operations (CX Team)

About Rippling Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system. Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds. Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes. We prioritize candidate safety. Please be aware that all official communication will only be sent from @ Rippling.com addresses. About the role The Benefits team is a cornerstone of Rippling's product offerings, and the Benefits Operations Health Carrier Connections team is essential for ensuring a seamless, automated flow of enrollment and eligibility data across both 1st-party and 3rd-party carrier networks. We manage a high volume of complex health insurance data exchanges every month, and we're looking for an Operations Supervisor to lead our India-based team of Customer Experience (CX) Specialists. In this role, you will manage a dedicated team of individual contributors, driving operational excellence, unblocking technical hurdles with carriers, and ensuring our clients experience flawless benefits administration Your team will be responsible for managing end-to-end CX cases, directly addressing health insurance connection issues, and ensuring an outstanding experience for our clients. By focusing on rapid dispute resolution, proactive carrier communication, and maintaining top-tier data accuracy, your team will play a crucial role in keeping client operations running smoothly while delivering world-class customer satisfaction This role requires you to be a proactive problem-solver, supporting your team in addressing and resolving complex health insurance system and process issues. You will not only guide your team through identifying root causes but also contribute to implementing fixes that prevent future connection delays and data mismatches. Your work will involve significant collaboration with clients, 1st-party and 3rd-party health carriers, external vendors, and various internal departments. Ultimately, you will have a major impact on the success of Rippling's Benefits platform and the overall satisfaction of our customers What you will do Oversee and guide a team of Health Carrier Connection CX Specialists , providing the support necessary to ensure the smooth handling and resolution of 1st-party and 3rd-party health insurance carrier connection cases. Lead critical and complex escalations from the front , stepping into high-stakes client or carrier situations to de-escalate tension, restore confidence, and personally drive swift resolutions Track adherence to team SLAs, response times, and quality benchmarks , proactively identifying and addressing any gaps to ensure an outstanding customer experience. Provide consistent, high-quality coaching and constructive feedback to team members to foster their professional growth and maintain high performance. Act as the primary point of contact for internal stakeholders and work closely with clients and carriers to resolve escalated CX and integration issues. Contribute to process design, optimization of existing workflows, and the creation of new standard operating procedures (SOPs) by working cross-functionally with Product, Engineering, and other internal partner teams. What you will need 5+ years of experience in a customer-facing operational role, ideally within Implementation, Product support and a minimum of 2+ years of experience managing a team Proven ability to mentor and develop a te