Platform Support Specialist — Remote

Rippling; Wyoming (OH); Hybrid; USD 59,237,000 - 66,125,000; Full time

Job summary

Rippling is seeking enthusiastic individuals to join our Customer Support team. You will become a product expert, own customer issues from start to finish, and respond across email, chat, and video.

You will document interactions in our CRM and collaborate with Product and Engineering to share customer insights. A strong emphasis on learning, adaptability, and delivering exceptional service in a fast-paced environment is expected.

Qualifications

• Bachelor’s degree in Math, Analytics, Data Science, Economics, Statistics, Computer Science, Engineering, or other quantitative fields or relevant work experience strongly preferred
• 1-4 years of customer support experience in a Technical Support domain
• Excellent communication skills, both written and verbal (in English) in a technical environment

Responsibilities

• 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

Skills

Customer support experience

English communication

Time management

Education

Bachelor’s degree in quantitative field

Job description

Rippling is seeking enthusiastic individuals to join our Customer Support team. You will become a product expert, own customer issues from start to finish, and respond across email, chat, and video.

You will document interactions in our CRM and collaborate with Product and Engineering to share customer insights. A strong emphasis on learning, adaptability, and delivering exceptional service in a fast-paced environment is expected.