Customer Support Specialist, Global Payroll

Rippling; United States; Remote; USD 30,000 - 33,000; Full time

Job summary

Rippling is seeking a Customer Support Payroll specialist to provide expert guidance on Global Payroll and HR features for customers across time zones. You will troubleshoot payroll issues, resolve tax and compliance questions, and become the region’s go-to product expert.

You will develop clear documentation, identify support trends, and collaborate with Product Managers to address critical concerns. This role emphasizes customer satisfaction, accuracy, and professional growth in a fast-paced

Qualifications

• Strong analytical and problem-solving abilities are required to investigate payroll discrepancies.
• Ability to manage time effectively and prioritize tasks in a fast-paced environment.
• Excellent written and verbal communication skills in English are essential.
• Candidates should be able to work a shift within 9am-6pm PST and in Pacific or Mountain time zones.
• Experience in a payroll provider, HR software, or large in-house payroll is preferred.

Responsibilities

• Troubleshoot and resolve payroll-related issues and guide customers through payroll processing, tax filing, and compliance questions.
• Become the go-to product expert on Global Payroll and HR capabilities for customers in your region.
• Develop and maintain content, documentation, and FAQs to support 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 and customer feedback.
• Serve as a senior resource and point of escalation for Customer Support Specialists on complex payroll issues.
• Own and resolve the most challenging customer cases using your payroll expertise.

Skills

Analytical skills

Problem-solving

Time management

Communication skills

English proficiency

Education

Bachelor's degree

Job description

About the team

The Customer Support Payroll 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 Payroll 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

• 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 your deep platform and country-specific payroll expertise.

What you will need

• 1-4 years of customer support experience in US Payroll domain
• Excellent analytical and problem-solving skills, with a proven ability to investigate and resolve complex payroll discrepancies
• Experience working in a payroll provider, HR software company, or a large in-house payroll function is highly preferred
• Bachelor's degree
• 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 9am to 6pm PST
• Comfortable working Tuesday - Saturday shift (Training will be Monday- Friday)

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.

Tier 2: $23.49 per hour

Tier 3: $22.19 per hour