Travel Support Specialist

Rippling, Inc.; Bengaluru; On-site; INR 700,000 - 1,200,000; Full time

Job summary

Rippling, Inc. in Bengaluru is seeking a Customer Support specialist to guide users through our unified HR, IT, and Finance platform. You will become a product expert, resolve issues from start to finish, and communicate clearly via email, chat, or video calls.

The role requires Travelport or Sabre GDS experience, 2+ years in travel support, SaaS problem-solving skills, and excellent English communication. Night shifts are expected, supporting global time zones.

Qualifications

• Experience with Travelport or Sabre GDS.
• Minimum 2 years of customer support experience in the travel industry, preferably with a TMC.
• Experience in problem-solving and troubleshooting a SaaS product with attention to detail.
• Strong time management and prioritization skills.
• Excellent written and verbal English communication.
• Willingness to work night shifts (6:30 PM IST - 7:00 AM IST).

Responsibilities

• Become a product expert and maintain high level of product knowledge to assist customers and colleagues.
• Handle customer issues from start to finish in a dynamic, fast-paced environment.
• Respond promptly and professionally to inquiries via email, chat, or video conferencing.
• Resolve product or service issues by diagnosing the problem, explaining solutions, and following up.
• Document and track customer interactions in the CRM system.
• Gather feedback and collaborate with Product and Engineering to improve offerings.
• Stay updated with company policies and product updates to provide accurate information.
• Work to meet schedules and deliver exceptional service, including occasional weekend shifts.

Skills

Travelport or Sabre GDS

Travel industry experience

SaaS troubleshooting

Time management

Excellent English communication

Night shift availability

Tools

CRM system

Job description

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.

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.

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.

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

• Required: experience with Travelport or Sabre GDS
• Minimum 2 years of customer support experience in the travel industry preferably with a TMC
• 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))

Note:

This role requires flexibility across time zones to meet business needs. You will be scheduled to work during one of the following shifts:

• 6:00 AM – 2:30 PM PDT
• 9:00 AM – 5:30 PM PDT
• 11:00 AM – 8:30 PM PDT

The position operates on a rotational shift basis and will require to work on weekends.

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, Rippling considers working in the office, 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.