Docs & Work Authorization Support Specialist

Rippling; Washington (District of Columbia); Remote; USD 63,583,000 - 67,308,000; Full time

Job summary

You will work closely with teammates to resolve issues end‑to‑end, maintain proactive updates, and help drive ongoing product enhancements while delivering a high‑quality customer experience.

Qualifications

• 1-4 years of customer support experience in a SaaS business.
• Experience solving problems and troubleshooting a SaaS product.
• Excellent written and verbal communication in English.

Responsibilities

• Become a subject‑matter expert in Rippling’s Documents and Work Authorization products and guide customers through complex workflows.
• Own customer issues end‑to‑end with clear expectations and proactive updates.
• Investigate complex product behavior using internal tools and data to identify root causes.
• Recognize patterns across interactions and surface recurring issues and opportunities to improve the product.
• Collaborate with Product and Engineering to surface defects and provide customer context.
• Translate technical findings into clear explanations for customers.
• Prioritize multiple issues by urgency and impact while maintaining quality.
• Swarm with teammates to solve unfamiliar or complex problems.
• Contribute to process improvements and updated product knowledge.
• Deliver a high‑quality customer experience with ownership and follow‑through.

Skills

Customer support

Problem solving

Time management

Communication skills (English)

Job description

You will work closely with teammates to resolve issues end‑to‑end, maintain proactive updates, and help drive ongoing product enhancements while delivering a high‑quality customer experience.