Customer Support Specialist, Payroll Setup

Rippling; El Paso (TX); On-site; USD 31,000 - 32,000; Full time

Job summary

Rippling is seeking a Customer Support Specialist, Payroll Setup, to join our world-class team. You will become a product expert, help customers navigate payroll setup and related HR/IT processes, and collaborate with Product and Engineering to improve our services.

This role is in the US with PST/MDT hours, and requires strong English communication, problem-solving, and time management. You will contribute to a positive customer experience and efficient operations.

Qualifications

• Located in PST or MDT with work eligibility for the US.
• Excellent written and verbal English communication.
• Strong problem-solving, attention to detail, and process improvement.
• Excellent time management and prioritization in a fast-paced setting.
• Proficiency with CRM systems and cross-functional collaboration.

Responsibilities

• Become a product expert and maintain high product knowledge to assist customers and colleagues.
• Own customer issues from start to finish in a dynamic environment.
• Respond promptly to inquiries via email, chat, or video conferencing.
• Diagnose issues, explain solutions, and follow up to ensure resolution.
• Document interactions in the CRM and track customer feedback.
• Collaborate with Product and Engineering to share insights for improvements.
• Stay updated on company policies and product updates to ensure consistency.
• Work under time constraints to meet deadlines and customer needs.
• Deliver exceptional service and go the extra mile.

Skills

English proficiency

Problem solving

Time management

Organizational skills

Adaptability

Job description

Customer Support Specialist, Payroll Setup

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 $1.2B 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

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

The pay range for this role is:

$23.49 USD per hour (US Tier 2)

$22.19 USD per hour (US Tier 3)

Salary Information

$2,219 - $2,349Hourly Wage