Benefits Operations Associate, CX

Rippling; Bengaluru; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Rippling in Bengaluru is seeking a Support Analyst to resolve benefits enrollment issues for US-based customers, carriers, and internal partners. You will own end-to-end resolutions, investigate root causes with Product/Engineering, and drive process automation to improve the customer experience.

The role requires 1-3 years in a customer-facing ops role, strong written communication, project management, and a proactive mindset.

Qualifications

• 1-3 years of experience in a customer-facing operational role (implementation, support, or operations) with US-based insurance/benefits experience preferred.
• Strong written communication; verbal preferred.
• Strong project management and organizational skills with attention to detail.
• Experience at a SaaS/start-up is a plus.

Responsibilities

• Act as primary point of contact for US-based customers, carriers, and internal partners for benefits/enrollment issues.
• Root cause complex issues and collaborate with Product/Engineering to implement enhancements via processes and automation.
• Communicate with stakeholders throughout project life cycles.
• Manage escalations and issues to ensure timely resolution.

Skills

Customer-facing

Communication

Project management

Problem solving

Learning mindset

Job description

About the role

Benefits is one of Rippling’s largest and most important product categories. The Benefits Operations team is critical to getting US-based companies enrolled in the right benefits, and manages tens of thousands of enrollments every year.

Rippling is looking for an Support Analyst to resolve process and system issues as they arise, and to help root cause and contribute to fixes needed to prevent issues impacting benefits and coverage. This role will require significant engagement across customers, vendors, carriers, and a number of internal departments, and will have a major impact on the success of Rippling’s Benefits platform.

What you will do

• Act as the primary point of contact for our US-based customers, US-based insurance carriers, and internal partners while owning the end-to-end resolution of issues related to benefits and enrollments
• Root cause complex issues, collaborate with Product/Engineering and other internal stakeholders to define and implement enhancements through process and automation, in order to improve the customer experience
• Communicate with stakeholders throughout the duration of assigned projects
• Manage complex escalations and issues

What you will need

• 1-3 years of experience in a customer-facing operational role, such as implementation, support, or operations with US-based insurance and benefits experience required.
• Strong communication skills (written required, verbal preferred)
• Strong project management and organizational skills: good attention to detail with excellent work product, time management, and execution
• Strong problem solving, research and conflict resolution skills
• Strong desire to learn about subject matter and new processes surrounding the work
• Prior experience at a Saas/start-up company preferred

Additional Information

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [e-mail]

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee’s role.