Customer Support Specialist, Global Payroll

SupportFinity™; Idaho; On-site; USD 22,041 - 32,359; Full time

Job summary

SupportFinity™ is seeking a Customer Support Specialist for Global Payroll to assist customers in resolving payroll issues and navigating HR platforms. The ideal candidate will have 1–4 years of experience in customer support, particularly in the US payroll domain.

Responsibilities include troubleshooting payroll-related inquiries, developing support documentation, and providing expert guidance. The role requires excellent communication skills and the ability to work in a Pacific or Mountain timezone.

Qualifications

• 1–4 years of customer support experience in the US payroll domain.
• Demonstrated experience in problem-solving and troubleshooting a SaaS product.
• Excellent analytical skills with ability to resolve complex payroll discrepancies.

Responsibilities

• Troubleshoot payroll-related issues and guide customers through payroll processing.
• Become the go-to product expert on Global Payroll and HR capabilities.
• Analyze customer support interactions to identify trends and improve the experience.

Skills

Customer support experience in the US payroll domain

Problem-solving and troubleshooting skills

Attention to detail

Excellent communication skills

Time-management skills

Ability to prioritize

Education

Bachelor’s degree

Tools

HR software

Job description

Customer Support Specialist, Global Payroll

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, including 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 within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B+ from investors including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock, and was named one of America’s best startup employers by Forbes.

The Customer Support team is a dedicated group of professionals committed to ensuring that customers have a seamless experience with our Finance, HR, and IT platform. We provide expert guidance and swift resolutions to technical challenges and inquiries across time zones.

What You Will Do

• Troubleshoot and resolve payroll‑related issues and guide customers through payroll processing, tax filing, and compliance questions
• Become the go‑to product expert on our Global Payroll and HR capabilities for customers in your designated region
• Develop and maintain clear, accurate content, documentation, and FAQs to support both customers and internal teams
• Analyze customer support interactions to identify trends, pain points, and opportunities to improve the support experience
• Partner with regional Product Managers to provide insights on support volume, customer feedback, and critical compliance concerns
• Serve as a senior resource and point of escalation for Customer Support Specialists on complex, region‑specific payroll issues
• Personally own and resolve the most challenging customer cases by leveraging deep platform and country‑specific payroll expertise

What You Will Need

• Bachelor’s degree
• 1–4 years of customer support experience in the US payroll domain
• Currently reside in a Pacific or Mountain time‑zone state with the ability to work a shift between 9am and 6pm PST
• Demonstrated experience in problem‑solving, troubleshooting a SaaS product with attention to detail
• Excellent analytical and problem‑solving skills, with proven ability to investigate and resolve complex payroll discrepancies
• Excellent communication skills, both written and verbal (in English)
• Time‑management skills and ability to prioritize
• Experience working in a payroll provider, HR software company, or a large in‑house payroll function is highly preferred

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 employees working in office to foster a collaborative work environment and company culture. For office‑based employees, working in the office at least three days a week is an essential function of the role.

Compensation

Pay range: $16–$23.49 per hour (US Tier 2) and $15–$22.19 per hour (US Tier 3). This is a non‑exempt, full‑time, hourly position with eligibility for overtime.