Customer Support Specialist - BenAdmin

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

Job summary

Rippling in Bengaluru is hiring for a Customer Support professional to help customers optimize Rippling's platform for health, life, and other benefit plans, ensuring compliance with relevant laws.

You will become a product expert, handle issues end-to-end in a fast-paced environment, respond via email/chat/video, document interactions in the CRM, and collaborate with Product and Engineering to improve the service.

Qualifications

• 1–4 years of customer support experience in the US benefits domain.
• Knowledge of employee benefits and applicable laws is a plus.
• Experience troubleshooting a SaaS product with attention to detail.

Responsibilities

• Help customers optimize Rippling for administering group health and welfare plans.
• Become a product expert to provide accurate information to customers and teammates.
• Handle customer issues from start to finish in a fast-paced environment.
• Respond to inquiries via email, chat, or video conferencing.
• Document and track interactions using the company's CRM system.
• Gather feedback and share insights with Product and Engineering teams.
• Stay updated with policies and product updates to provide accurate information.
• Work under time constraints to meet schedules and deadlines.
• Deliver exceptional service and ensure customer satisfaction.

Skills

Excellent communication

Time management

Problem solving

SaaS troubleshooting

English fluency

Education

Bachelor’s degree

Tools

CRM system

Job description

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. If you are motivated, quick to adapt, and excited about contributing to a team that helps businesses operate more efficiently, we encourage you to apply and bring your unique talents to Rippling.

What you will do:

• Help our customers optimize Rippling to administer group health and welfare plans, including, but not limited to, Health, Life, Dental, Vision, Leaves Administration, and Disability Insurance. Ensures benefit plans are within the guidelines of Section 125, COBRA, HIPAA, FMLA, and any city, state, and federal laws


• 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.


• 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; at times with unexpected deadlines, to ensure client’s needs are met.


• Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction.

What you will need:

• Bachelor’s degree


• 1-4 years of customer support experience in the US benefits domain and should have:


• Good to have knowledge of employee benefits and applicable laws


• Demonstrated experience in problem‑solving, troubleshooting a SaaS product with attention to detail.


• Time management skills and ability to prioritize


• Excellent communication skills, both written and verbal (in English)


• Willing to work Night Shifts - (6:30 PM IST - 7:00 AM IST (any 9‑hour shift))