Customer Support Specialist- Tax Reconciliation

Rippling; Bengaluru; On-site; INR 400,000 - 640,000; Full time

Job summary

Rippling is building a world-class Tax Support team in Bengaluru to train and onboard new hires while handling day-to-day workload. You will become a product expert and resolve customer issues in a fast-paced Saas environment, ensuring accurate information and timely responses via email, chat, or video.

The role emphasizes supporting new hires into the workload, gathering feedback for Product and Engineering, and maintaining up-to-date knowledge of policies and product updates.

Qualifications

• 1-4 years of customer support experience in a SaaS business.
• Demonstrated experience in problem-solving and troubleshooting a SaaS product.
• Time management and prioritization skills.
• Excellent written and verbal English communication.
• Experience/open to night shifts (6:30 PM IST - 7:00 AM IST)

Responsibilities

• 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.

Skills

Customer support

SaaS product knowledge

Time management

Written and verbal English

Job description

Customer Support Specialist- Tax Reconciliation

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.

We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. As a member of our quickly growing Tax Support team, you will be responsible for new hire training and directly supporting new hires as they enter the workload. This is an exciting role where you will have a direct impact on our day-to-day operations, customer experience and product development! If you are the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment - you have what it takes!

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.


• 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

• 1-4 years of customer support experience in a Saas business


• 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)


• Experience (and open to) working night shifts (6:30 PM IST - 7:00 AM IST (any 9-hour shift))

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.

This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.