Customer Support Specialist, Docs & Work Auth

Rippling; Washington (District of Columbia); Remote; USD 63,583,000 - 67,308,000; Full time

Job summary

You will work closely with teammates to resolve issues end‑to‑end, maintain proactive updates, and help drive ongoing product enhancements while delivering a high‑quality customer experience.

Qualifications

• 1-4 years of customer support experience in a SaaS business.
• Experience solving problems and troubleshooting a SaaS product.
• Excellent written and verbal communication in English.

Responsibilities

• Become a subject‑matter expert in Rippling’s Documents and Work Authorization products and guide customers through complex workflows.
• Own customer issues end‑to‑end with clear expectations and proactive updates.
• Investigate complex product behavior using internal tools and data to identify root causes.
• Recognize patterns across interactions and surface recurring issues and opportunities to improve the product.
• Collaborate with Product and Engineering to surface defects and provide customer context.
• Translate technical findings into clear explanations for customers.
• Prioritize multiple issues by urgency and impact while maintaining quality.
• Swarm with teammates to solve unfamiliar or complex problems.
• Contribute to process improvements and updated product knowledge.
• Deliver a high‑quality customer experience with ownership and follow‑through.

Skills

Customer support

Problem solving

Time management

Communication skills (English)

Job description

Customer Support Specialist, Docs & Work Auth

Rippling Washington, District of Columbia, United States

About this position

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 role

As a Customer Support Specialist on the Docs & Work Authorization team, you’ll sit at the intersection of customer experience, product troubleshooting, and some of the most critical workflows in the employee lifecycle. You’ll develop deep expertise in Rippling’s Documents and Work Authorization products, helping customers navigate and troubleshoot workflows related to employee documentation, I-9 and E-Verify, employment eligibility, and work authorization. This role goes beyond resolving individual support cases – you’ll investigate complex product behavior, identify root causes, recognize trends across customer issues, and help surface opportunities to improve the product and customer experience.

You’ll own customer issues from initial investigation through resolution while partnering closely with teammates and cross-functional partners across Product and Engineering. Success in this role requires curiosity, strong judgement, clear communication, and a willingness to dig into ambiguous problems to understand not only how to resolve an issue, but why it happened.

What you will do

• Become a subject‑matter expert in Rippling’s Documents and Work Authorization products and use that expertise to guide customers through complex workflows and product questions.
• Own customer issues end‑to‑end, from initial investigation through resolution, while setting clear expectations and maintaining thoughtful, proactive communication.
• Investigate complex and sometimes ambiguous product behavior using internal tools, available data, documentation, and collaboration with teammates to identify root causes.
• Recognize patterns across customer interactions and proactively surface recurring issues, emerging trends, product gaps, and opportunities to improve the customer experience.
• Partner with Product and Engineering teams to elevate potential defects, provide relevant customer context, and support investigations into complex product issues.
• Translate technical findings and complex product behavior into clear, concise, and easy‑to‑understand explanations for customers.
• Prioritize effectively across multiple customer issues based on urgency, customer impact, and business needs while maintaining a high standard of quality and accuracy.
• Collaborate with teammates through swarming, knowledge sharing, and peer support to solve unfamiliar or technically complex problems.
• Contribute to the continuous improvement of team processes, internal documentation, and product knowledge based on insights gained from customer interactions.
• Deliver a high‑quality customer experience through strong ownership, accurate troubleshooting, sound judgement, and thoughtful follow‑through.

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)
• We are open to candidates in all US timezones who are willing to work a shift between the hours of 9am to 6pm PST

Nice to have

• Experience supporting HRIS, workforce management, payroll, or other complex SaaS products.
• Familiarity with I‑9, E‑Verify, employment eligibility, work authorization, employee documentation, or related HR processes.
• Experience troubleshooting highly configurable or workflow‑based software where issues may require investigation across multiple settings, systems, or data points.
• Experience partnering with Product and Engineering teams to investigate product behavior, elevate potential defects, or communicate customer‑driven product feedback.
• Experience identifying trends or recurring issues across customer interactions and using those insights to surface broader product or process opportunities.
• Experience supporting customers across multiple channels, including email, chat, and live video or screen‑sharing sessions.
• Comfort working in fast‑paced environments where priorities can shift based on customer impact, urgency, or emerging product issues.
• Demonstrated curiosity and a willingness to independently investigate unfamiliar problems while knowing when to collaborate or elevate.

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]

This role will receive a competitive salary + benefits + bonuses. 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.

The pay range for this role is: 22.19 - 23.49 USD per hour(Remote)

Salary Information

$22.19 - $23.49Hourly Wage