Customer Support Specialist - Benefits Marketplace

Rippling; United States; Remote; USD 31,000 - 32,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Retirement Benefits

Paid Time Off

Job summary

Rippling is seeking a Customer Support professional in the United States to help customers navigate our finance, HR, and IT platform. You will become a product expert, resolving issues quickly and communicating clearly via email, chat, or video.

You will document interactions in the CRM and collaborate with Product and Engineering to relay feedback to improve the product. The role requires 1–4 years of SaaS support, a degree, and availability Mon–Fri 9:00–17:30 PST.

Qualifications

• 1–4 years of customer support experience in a SaaS business.
• Strong problem-solving and troubleshooting skills.
• Excellent written and verbal communication in English.
• Ability to work Monday–Friday 9 AM–5:30 PM PST.

Responsibilities

• 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.
• Resolve issues by identifying causes and explaining best solutions.
• Document interactions in the CRM system.
• Gather customer feedback and share insights with Product and Engineering.
• Stay updated on policies and product updates to ensure accuracy.
• Work under time constraints to meet deadlines.
• Deliver exceptional service and go the extra mile.

Skills

SaaS customer support

Problem solving

Time management

Written and verbal communication

English proficiency

Education

Associate’s or 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.

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

• Associate’s or Bachelor’s degree
• 1-4 years of customer support experience in a SaaS business
• Demonstrated experience in problem-solving and troubleshooting a SaaS product with attention to detail
• Time management skills and ability to prioritize
• Excellent communication skills, both written and verbal (in English)
• Able to work Monday - Friday 9 AM - 5:30 PM 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].

The final compensation offered to a successful candidate will depend on several factors, including but not limited to, location, experience, education, training, and business need. This position may also be eligible for bonuses, commissions, and/or equity, subject to applicable plan documents and company policy. Successful candidates hired for this role may also be eligible to participate in the company’s benefits programs, which may include, medical, dental, vision, life insurance, retirement benefits, and/or paid time off, as determined by company policy.

• medical
• dental
• vision
• life insurance
• retirement benefits
• paid time off

Tier 2: $23.49 per hour

Tier 3: $22.19 per hour