Customer Support Specialist, Compliance

Rippling; Washington (Washington County); On-site; USD 30,307 - 33,062; Full time

Job summary

Rippling in the US is seeking a Customer Support specialist to help customers navigate our SaaS HR, IT, and Finance platform. You will become a product expert, resolve issues end-to-end, and document interactions in the CRM to support improvements.

Requirements include a Bachelor's degree, 1–4 years of US benefits domain experience, problem-solving skills, and strong English communication. You must reside in a Pacific or Mountain time zone and be able to work a PST-friendly shift.

Qualifications

• Bachelor's degree.
• 1–4 years of customer support experience in the US benefits domain.
• 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).
• Currently reside in a Pacific or Mountain timezone state with the ability to work a shift between the hours of 9 am to 6 pm PST.

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, 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, even when facing unexpected deadlines, to ensure client needs are met.
• Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction.

Skills

Customer support

SaaS troubleshooting

Time management

Communication (English)

Education

Bachelor's degree

Job description

About Rippling

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.

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

• 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, 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, even when facing unexpected deadlines, to ensure client 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 the US benefits domain.
• 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).
• Currently reside in a Pacific or Mountain timezone state with the ability to work a shift between the hours of 9 am to 6 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].

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.

Tier 2: $23.49 per hour
Tier 3: $22.19 per hour