Customer Support Specialist, Payroll Setup

Rippling

California (MO)

On-site

USD 30,000 - 33,000

Full time

2 days ago

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Benefits offered by this job

Medical

Dental

Vision

Life insurance

Retirement benefits

Paid time off

Bonuses

Commissions

Equity

Job summary

Rippling is seeking a dedicated Support specialist to help customers realize the full potential of Rippling. You will become a product expert, take ownership of issues from start to finish, and work with Product and Engineering to improve the service experience.

This non-exempt, full-time, hourly position aligns with PST hours, with overtime eligibility and potential bonuses/equity. You will communicate professionally via email, chat, or video and strive for exceptional customer satisfaction.

Qualifications

Must be located in PST or MDT.
Proficient in English; written and verbal communication skills.
Demonstrated experience problem-solving with attention to detail.
Organizational skills and experience improving processes.
Flexibility with changing job duties and responsibilities.
Time management skills and ability to prioritize.

Responsibilities

Become a product expert and maintain high product knowledge to assist customers and 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.

Skills

Product knowledge

Customer service

Problem solving

Attention to detail

Organizational skills

Time management

Adaptability

English proficiency

Tools

CRM system

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.

About Rippling

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 $1.2B 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 official communication will only be sent from @Rippling.com addresses.

About The Role

We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements. Our Support Organization is composed of product-specific teams such as HR, Payroll, Tax, IT and Finance.

If you are the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment - you have what it takes.

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

Required: Must be located in PST or MDT
Ability to work 9am-5:30pm PST
Required: Proficient in English; written and verbal communication skills
Demonstrated experience problem-solving with attention to detail
Organizational skills and experience improving processes
Flexibility with changing job duties and responsibilities
Time management skills and ability to prioritize

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 accomodations@rippling.com.

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 position is a non-exempt, full-time, hourly position with eligibility for overtime.

Pay range for this role:

$23.49 USD per hour (US Tier 2)

$22.19 USD per hour (US Tier 3)

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.

Benefits and compensation