Customer Support Specialist, Time & Attendance / Scheduling

Rippling; United States; A distancia; USD 55.000 - 75.000; Jornada completa

Descripción de la vacante

Rippling is seeking a Customer Support professional to ensure our customers have a seamless experience with our finance, HR, and IT platform. You will become a product expert, resolve issues from start to finish, and communicate clearly across channels while utilizing our CRM system.

The role requires a Bachelor’s degree and 1–4 years of SaaS customer support experience, with strong problem-solving, prioritization, and English communication skills.

Formación

• Bachelor’s degree required.
• 1–4 years customer support experience in a SaaS business.
• Demonstrated problem-solving and troubleshooting skills for SaaS products.
• Strong time management and prioritization abilities.
• Excellent written and verbal communication in English.

Responsabilidades

• Become a product expert to provide accurate information to customers and colleagues.
• Own customer issues end-to-end in a fast-paced environment.
• Respond promptly via email, chat, or video conferencing.
• Diagnose issues, determine causes, explain solutions, and follow up on resolution.
• Document and track interactions using the company CRM system.
• Collect customer feedback and relay insights to Product/Engineering teams.

Conocimientos

Problem solving

Time management

Written & verbal communication

Educación

Bachelor’s degree

Herramientas

CRM system

Descripción del empleo

About the role

The Customer Support 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.

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

• Bachelor’s degree
• 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)
• Currently reside in a Pacific or Mountain timezone state with the ability to work a shift between the hours of 9am to 6pm PST

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.