Customer Support Specialist, Time Off Support

Rippling; United States; Remote; USD 31,000 - 32,000; Full time

Job summary

Rippling is seeking a Customer Support professional to help users maximize the value of our finance, HR, and IT platform. You will become a product expert, resolve issues from start to finish, and respond to customers via email, chat, or video in a fast-paced environment.

We value curiosity and continuous learning, offering growth and training opportunities to stay current with product updates. If you are motivated, adaptable, and eager to contribute to a team that helps businesses run smoothly,

Qualifications

• Bachelor’s degree required.
• 1–4 years of customer support experience in a SaaS business.
• Strong problem-solving and attention to detail.
• Excellent time management and prioritization skills.
• Excellent written and verbal communication in English.
• Ability to work a shift between 9am–6pm PST from a Pacific or Mountain timezone state.

Responsibilities

• Become a product expert and maintain knowledge to assist customers and colleagues.
• Own customer issues from start to finish in a fast-paced environment.
• Respond promptly to inquiries via email, chat, or video conferencing.
• Diagnose and resolve product or service issues and follow up to ensure resolution.
• Document and track customer interactions in the CRM system.
• Collect customer feedback and share insights with Product and Engineering teams.
• Stay up-to-date with policies and product updates to provide accurate information.
• Meet schedules and deadlines to ensure customer needs are met.
• Deliver exceptional service and strive for customer satisfaction.

Skills

Problem solving

Troubleshooting SaaS product

Time management

Excellent communication (English)

SaaS knowledge

Education

Bachelor’s degree

Job description

About the team

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.

At Rippling, we are actively seeking enthusiastic individuals to join our Customer Support 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.

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].

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