Copy of Customer Support Specialist - Payroll Integration

Rippling; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Rippling Bengaluru is seeking a Customer Support specialist to guide customers through our HR, IT, and Finance platform. You will handle API integrations, payroll workflows, and accounting queries, ensuring swift resolutions and high satisfaction.

The role requires 2+ years in SaaS support, English fluency, and strong problem-solving. Night shifts (6:30 PM IST to 7:00 AM IST) may apply, with an emphasis on customer-centric service and cross-functional collaboration.

Qualifications

• 2+ years of technical customer support experience in a SaaS business.
• Hands-on experience with APIs, integrations, or payroll processes.
• Basic understanding of accounting concepts such as journal entries, chart of accounts, and GL mapping.
• Excellent written and verbal communication skills in English.

Responsibilities

• Become a product expert, maintain a high level of product knowledge to provide accurate information to customers and colleagues.
• Take charge of customer issues from start to finish in a dynamic environment.
• Respond promptly to inquiries via email, chat, or video conferencing.
• Resolve issues by understanding the complaint, determining cause, and following up to ensure resolution.
• Troubleshoot integration failures including GL sync errors and API connectivity problems.
• Document and track customer interactions in the CRM system.
• Gather feedback and work with Product/Engineering to improve features.
• Stay up-to-date with company policies and product updates.
• Work under time constraints and meet deadlines to satisfy client needs.

Skills

APIs

Payroll

SaaS support

CRM proficiency

Troubleshooting

English fluency

Time management

Tools

CRM systems

Payroll platforms

Job description

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 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.

What you will do

• Become a product expert, maintain a high level of product knowledge to provide accurate information and assistance to both customers and your colleagues.
• Take charge of customer issues from start to finish, while working in a dynamic and fast-paced environment.
• Respond promptly and professionally to customer inquiries via email, chat, or video conferencing.
• Resolve product or service issues by understanding the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, and following up to ensure resolution.
• Troubleshoot accounting integration failures including GL sync errors, journal entry issues, and API connectivity problems.
• Document and track customer interactions, transactions, comments, and complaints using the company's CRM system.
• Gather customer feedback and work directly with Product and Engineering teams to share insights to help improve products and services.
• Stay up-to-date with company policies, procedures, and product updates to provide accurate and consistent information to customers.
• Work well under time constraints and meet schedules, including unexpected deadlines, to ensure client needs are met.
• Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction.

What you will need

• 2+ years of technical customer support experience in a SaaS business.
• Hands-on experience with APIs, integrations, or payroll processes.
• Basic understanding of accounting concepts such as journal entries, chart of accounts, and GL mapping.
• Experience diagnosing integration failures including sync errors and data mapping issues.
• Demonstrated problem-solving and troubleshooting skills with strong attention to detail.
• Time management skills and ability to prioritize across high-volume, multi-channel support.
• Excellent written and verbal communication skills in English.
• Open to working night shifts (6:30 PM IST to 7:00 AM IST, any 9-hour shift).

Nice to have

• Hands-on experience with QuickBooks Online, NetSuite, Sage Intacct, or Xero.
• Familiarity with payroll operations — pay runs, earnings codes, deduction types, and how payroll data flows into accounting systems.
• Experience with REST APIs, webhooks, or OAuth authentication.
• Background in payroll processing or bookkeeping.
• Familiarity with HRIS platforms

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.