Customer Support Specialist

Rippling; Dublin; On-site; EUR 45,000 - 75,000; Full time

Job summary

Rippling, a global platform for HR, IT, and Finance, is seeking a payroll support specialist to become the go-to product expert for Global Payroll and HR in your region. You will develop clear documentation, analyze support interactions for trends, and work with regional Product Managers to address compliance and customer needs.

A fast-paced SaaS environment and English fluency are essential. You will collaborate with a diverse team and support customers across multiple time zones, delivering

Qualifications

• Minimum of 2+ years in a client-facing role managing enterprise relationships.
• Ability to manage and solve a queue of customer support tickets.
• Strong communication and organizational skills with high attention to detail.
• Strong analytical and problem-solving skills for payroll calculations and reconciliations.
• Fluent English (written and spoken).
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience with Google Suite or Microsoft Office; familiarity with Salesforce queues, JIRA, and Confluence is a plus.
• Region-Specific: North America/Europe SaaS customer support experience; strong troubleshooting.

Responsibilities

• Become the go-to product expert on Global Payroll and HR for customers in your region.
• Develop and maintain clear content, documentation, and FAQs for customers and internal teams.
• Analyze customer interactions to identify trends and opportunities to improve support.
• Partner with regional Product Managers to provide insights on support volume and compliance concerns.
• Serve as a resource and escalation point for complex payroll issues.
• Own and resolve the most challenging customer cases leveraging payroll expertise.

Skills

Client-facing

Enterprise support

English fluency

Analytical thinking

Troubleshooting

Time management

Tools

Google Docs/Sheets

Microsoft Office

Salesforce queues

JIRA

Confluence

Job description

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 team

The Customer Support team at Rippling is a dedicated group of professionals committed to ensuring that our customers have a seamless experience with our robust Finance, HR, and IT platform. Our team provides expert guidance and swift resolutions to any technical challenges or inquiries that our customers have. We pride ourselves on our customer-centric approach, offering support to businesses across various time zones and ensuring help is always available when needed.

Our team is composed of individuals with diverse backgrounds and expertise, all united by a shared passion for problem-solving and continuous learning. We foster a collaborative and supportive environment where team members are encouraged to share insights and innovate solutions to enhance customer satisfaction. Additionally, our team is driven by a commitment to personal and professional growth, with ongoing training and development opportunities to ensure we stay adept with the latest features and updates in our platform.

At Rippling, we are actively seeking enthusiastic individuals to join our Customer Support team. We value candidates who are eager to learn and passionate about growing their skills in a dynamic, fast-paced environment. We believe that fresh perspectives are crucial for continuous improvement and innovation, and we are committed to providing ample opportunities for professional development.

About the Role

We are seeking experienced and detail-oriented payroll support specialist to join our team. This is a critical role that blends payroll knowledge with excellent problem-solving and communication skills.

What You Will Do

• Become the go-to product expert on our Global Payroll and HR capabilities for customers in your designated region.
• Develop and maintain clear, accurate content, documentation, and FAQs to support both customers and internal teams.
• Analyse customer support interactions to identify trends, pain points, and opportunities to improve the support experience.
• Partner with regional Product Managers to provide insights on support volume, customer feedback, and critical compliance concerns.
• Serve as a resource and point of escalation for Customer Support Specialists on complex, region-specific payroll issues.
• Personally own and resolve the most challenging customer cases by leveraging your deep platform and country-specific payroll expertise.

General Qualifications (Required for all Candidates)

• Minimum of 2+ years in a client-facing role with experience managing enterprise customer relationships and prior customer support experience (Business-2-Business Support).
• Ability to manage and solve a queue of customer support tickets.
• Strong communication, and organisational skills: high attention to detail with excellent work product, time management, and execution.
• Strong analytical and problem-solving skills to handle complex payroll calculations and reconciliations.
• Exceptional communication skills and fluency in English (written and spoken), with solid interpersonal skills to effectively address client enquiries and concerns related to payroll.
• Ability to work independently and collaboratively as part of a team, thriving in a fast-paced environment.
• Experience with Google Suite or Microsoft Office, especially Docs/Sheets/Excel, for data analysis and task organisation; familiarity with Salesforce queues, JIRA, and Confluence a plus.

Region-Specific Qualifications

• Customer support experience in a technical / SaaS environment.
• Strong troubleshooting and problem solving experience
• Strong Communications skills in English (Native or Fluent C1 level - written and spoken)