Customer Support Specialist - Account Ops

Rippling; Washington (District of Columbia); On-site; USD 30,000 - 33,000; Full time

Benefits offered by this job

Equity

Benefits

In-office work 3 days/week

Job summary

Rippling is seeking a Customer Support professional to handle billing inquiries across Rippling services and third-party apps. You will work with cross-functional teams to unblock customers and ensure accurate payments, while maintaining strong product knowledge and delivering timely, high-quality support.

The role emphasizes handling inquiries via email/chat/video, documenting interactions in the CRM, and contributing to product feedback.

Qualifications

• Bachelor’s degree required.
• 1–4 years of customer support experience in a SaaS business.
• Experience assisting payroll or benefits inquiries across entities, regions or countries.
• Knowledge of payroll/benefits regulations and policies by region.
• Understanding of account reconciliation and payroll processes in SaaS.
• Familiarity with invoicing, payment terms, subscriptions, and SaaS payroll terminology.
• Strong problem-solving skills with attention to detail.
• Excellent time management and prioritization.
• Excellent written and verbal English communication.
• Ability to work a shift between 9am–6pm PST.

Responsibilities

• Assist customers with billing inquiries for Rippling services and third-party apps, including contracts, fees, charges, payment methods, refunds, credits, and invoicing.
• Collaborate with Product, Finance, Legal/Compliance, and PEO teams to unblock customers and resolve complex billing issues.
• Maintain high product knowledge to provide accurate information to customers and colleagues.
• Handle customer issues from start to finish in a fast-paced environment.
• Respond promptly via email, chat, or video conferencing.
• Document and track customer interactions using the company CRM system.
• Gather customer feedback and share insights with Product and Engineering to improve products.
• Stay up-to-date with policies and product updates to ensure accurate information.
• Meet deadlines and manage time constraints to satisfy client needs.
• Deliver exceptional service and go the extra mile in every interaction.

Skills

Customer support

Problem solving

Time management

Communication

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.

What you will do

• Assist customers with billing inquiries for Rippling services and third-party apps, including contracts, fees, charges, payment methods, payment failures, invoices, terms of service, refunds, credits, reseller billing, seat count inquiries, billing address updates, and PEO benefits/workers’ compensation billing and invoice reconciliation. Provide clear guidance and support to help customers navigate billing processes.
• Collaborate internally with Product, Finance, Legal/Compliance, and PEO teams to unblock customers, resolve complex billing issues, ensure accurate payments, understand regional and country-specific billing policies, and identify process improvements to enhance the overall billing support experience.
• 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 a SaaS business and should have:
• • Experience assisting customers with payroll or benefits inquiries across multiple entities, regions, and countries.
  • Knowledge of regional, country-specific, and compliance-related payroll or benefits regulations and policies
  • Understanding of account reconciliation and payroll processes in SaaS environments
  • Familiarity with invoicing, payment terms, payment methods, subscription models, and common SaaS payroll terminology
• 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)
• Has the ability to work a shift between the hours of 9am to 6pm PST

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.

Base Pay : $22.19-$23.49