Corporate Travel Training Team Lead

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.

About the Role

We are building a world-class Support team committed to helping customers realize the full potential of Rippling. As a member of our quickly growing Travel Support team, you will be responsible for directly supporting our agents and new hires. As owners of customer satisfaction, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for the traveler. This is an exciting role where you will have a direct impact on our day-to-day operations, traveler experience, and product development.

Beyond direct issue resolution, your responsibilities will include:

• Creating and maintaining training content and documentation to ensure agents have access to the latest product and procedural knowledge.
• Delivering training sessions (both virtual and in-person) on complex topics, new feature rollouts, and best practices.
• Providing dedicated support and mentorship to new hires to accelerate their onboarding and ensure they are quickly set up for success.

Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements.

Note: This role requires flexibility across time zones to meet business needs. You will be scheduled to work during one of the following shifts on a rotational basis, including weekends:

• 6:00 AM – 2:30 PM PDT
• 9:00 AM – 5:30 PM PDT
• 11:00 AM – 8:30 PM PDT

Responsibilities

• Support Rippling customers and resolve issues related to our Travel Products.
• Take charge of customer issues from start to finish in a dynamic and fast-paced environment.
• Leverage phone, chat, email, and video conferencing to help customers optimize Rippling’s Travel Product.
• De-escalate and resolve issues by leveraging platform and industry expertise.
• Document product functionality, country-specific nuances, and train Global Support Team members.
• Become a product expert and act as a go-to resource for both customers and coworkers.
• Identify areas of improvement and work directly with Product and Engineering teams to enhance automation or add features.
• Work well under time constraints and meet schedules, including unexpected deadlines, to ensure client needs are met.

Requirements

• More than 5 years of experience in the travel industry, ideally including team lead and/or leadership responsibilities.
• Experience with Travelport or Sabre GDS.
• Proficient in English with strong written and verbal communication skills.
• Demonstrated experience in problem-solving with attention to detail.
• Organizational skills and experience in improving processes.
• Flexibility with changing job duties and responsibilities.
• Strong time management skills and the ability to prioritize.
• Two or more years of experience in instructional design and training delivery, preferably within the travel sector.
• Deep expertise in leveraging technology, including LMS platforms, e-learning development, and virtual classrooms, to train a dispersed, remote workforce.
• Track record of creating and optimizing training curricula that drive learner success.

Pay

The pay range for this role is $26 - $37 USD per hour (US Tier 3) and does not include a 10% variable cash bonus. A variety of factors are considered when determining compensation, including professional background, experience, and location.