Join Rippling as a Supervisor, Benefits Operations - CX, and play a vital role in our Benefits team. This position is crucial for ensuring a seamless, automated flow of enrollment and eligibility data across health insurance carrier networks. You'll lead our India-based Customer Experience (CX) Specialists, driving operational excellence and resolving complex technical hurdles. The Benefits Operations team is at the heart of Rippling's product offerings, dedicated to providing flawless benefits administration for our clients.

Oversee and guide a team of Health Carrier Connection CX Specialists, ensuring smooth handling of insurance carrier connection cases. Lead critical escalations, de-escalating complex situations and driving swift resolutions. Track team adherence to SLAs, response times, and quality benchmarks, proactively addressing any gaps. Provide consistent, high-quality coaching and constructive feedback to foster team growth and performance. Act as the primary point of contact for internal stakeholders and collaborate with clients and carriers on escalated CX and integration issues. Contribute to process design, workflow optimization, and the creation of new standard operating procedures (SOPs) by collaborating cross-functionally with Product, Engineering, and other internal teams.

Requires 5+ years in a customer-facing operational role, with at least 2 years in a team management capacity. Experience in Implementation or Product Support is highly preferred. Proven ability to mentor and develop teams, focusing on coaching, feedback, and performance management. Strong communication skills (written and verbal) and a deep commitment to exceptional customer experiences. Excellent project management and organizational skills, with strong attention to detail, time management, and execution capabilities. Demonstrated research and process improvement skills. While not mandatory, 3+ years of experience with EDI file transmissions (834 files or proprietary files) is beneficial.