Customer Support Specialist - Global Payroll

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

Job summary

Rippling is seeking a Customer Support payroll expert in Bengaluru to resolve Indian payroll issues, guide customers through processing and compliance, and act as the regional product expert for payroll and HR capabilities. You will collaborate with Product and Support teams to improve customer outcomes and maintain accurate documentation.

The role requires 1–4 years of Indian payroll experience, strong communication in English, and a willingness to work night shifts in IST.

Qualifications

• 1-4 years of hands-on Indian payroll experience with PF, ESI, PT, LWF, and TDS knowledge.
• Strong problem-solving skills and ability to troubleshoot a SaaS product with attention to detail.
• Excellent communication in English in a technical environment; able to explain complex issues simply.

Responsibilities

• Troubleshoot and resolve payroll-related issues and guide customers through payroll processing, tax filing, and compliance questions.
• Become the go-to product expert on Global Payroll and HR capabilities for customers in the region.
• Develop and maintain content, documentation, and FAQs to support customers and internal teams.
• Analyze customer support interactions to identify trends and opportunities to improve the support experience.
• Partner with regional Product Managers to provide insights on support volume, customer feedback, and compliance concerns.
• Serve as a senior resource and escalation point for complex, region-specific payroll issues.
• Own and resolve the most challenging customer cases using deep platform and country-specific payroll knowledge.

Skills

Payroll knowledge

Night shifts

English comms

Problem-solving

Time management

SaaS troubleshooting

Education

Bachelor's degree

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

• Troubleshoot and resolve payroll-related issues and guide customers through payroll processing, tax filing, and compliance questions
• 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.
• Analyze 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 senior 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.

What you will need

• 1-4 years of hands-on Indian payroll experience.
• Deep knowledge of Indian payroll regulations, including Provident Fund (PF), Employee State Insurance (ESI), Professional Tax (PT), Labour Welfare Fund (LWF), and TDS on Salary.
• Strong understanding of statutory bonus, gratuity, leave encashment, and compliance reporting (e.g., filing of quarterly and annual TDS returns, generation of Form 16).
• Bachelor’s degree
• 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) in a technical environment
• Prior Experience working Night Shifts (Mandatory)
• Willing to work Night Shifts - (6:30 PM IST - 7:00 AM IST (any 9-hour shift))