Product Support Specialist

Rippling, Inc.; United States; Remote; USD 51,000 - 73,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

Company matched 401K plan

6 weeks paid Parental Leave

8 Paid National Holidays

Company-paid basic Life Insurance

Voluntary Life Insurance

Voluntary long-term/short-term disa

Job summary

DealerOn is seeking a Product Support Specialist to implement new product orders and create training materials. This mid-level, remote role reports to the Implementation Supervisor and supports internal teams and clients.

Responsibilities include becoming the SME for DealerOn products, processing orders for Signals, Apex, ADA, Symphony, and managing client case requests to ensure timely resolution. Collaboration across teams and conducting trainings are expected.

Qualifications

• 1 year of prior experience in website content management.
• Bachelor’s degree or equivalent training.
• Familiarity with DealerOn proprietary technology.
• Exceptional organizational and time-management skills.
• Strong conflict resolution and interpersonal skills.
• Ability to work effectively under pressure and handle change quickly.

Responsibilities

• Process & implement new product orders (Signals, Apex, ADA, Symphony).
• Become the SME within DealerOn’s suite of Products.
• Communicate internally & externally to implement products to completion.
• Manage and document incoming client case requests from live support.
• Identify and de-escalate challenging relationships during joint calls.
• Collaborate with internal teams to improve processes and product functionality.
• Create training materials & process documentation for ancillary products.
• Attend trainings related to product updates.

Skills

Content management

Salesforce

Time management

Communication

Problem solving

Education

Bachelor's degree or equivalent training

Tools

Salesforce

Job description

We are an online marketing company providing website and agency services to automotive dealerships across North and South America. We are known for our cutting-edge products that streamline the car buying process and provide an experience both shoppers and dealers love. Our business model is working: we were recognized on the Inc. 5000 list of fastest growing companies six years in a row, expanding to over 30 manufacturer relationship, and over 5,000 dealer partners. We are proud of what our company has done, and it’s all due to the talented and diverse team we’ve been lucky enough to assemble.

Job Description:

The Product Support Specialist (PSS) will be responsible for working directly with our internal teams and clients to implement new product orders. The PSS is also expected to create training materials & processes for all ancillary products. The PSS will report to the Implementation Supervisor, who will help guide their growth. This is a mid-level, remote position.

Essential Functions:

• Process & implement new product orders (Signals, Apex, ADA, Symphony, etc.)
• Become the Subject Matter Expert (SME) within DealerOn’s suite of Products
• Communicate internally & externally to implement products to completion.
• Responsible for managing and processing incoming case requests submitted by clients or the live support team, ensuring timely resolution and accurate documentation
• Proactively identify and de-escalate challenging client or business relationships, serving as the SME and participating in joint calls to ensure successful resolution and client satisfaction
• Collaborate with internal teams to improve processes and product functionality
• Manage new third-party business upon Leadership request (i.e., Go Virtual)
• Create training materials & process documentation for all ancillary products
• Attend & conduct trainings related to product and feature updates
• Perform other duties as assigned
• Secondary tasks:
• Complete tasks from Ready for Work queue prior to due dates
• Complete dealership provided edits within proprietary content management system (CMS)

Required Skills/Experience:

• 1 year of prior experience in website content management
• Bachelor’s degree or equivalent training
• Familiarity with DealerOn proprietary technology
• Exceptional organizational and time-management skills, including the ability to manage client emails, maintain an organized calendar, coordinate follow-ups, and oversee case workflows to drive timely and efficient resolution.
• Strong conflict resolution and interpersonal skills, with the ability to identify, de-escalate, and manage complex client or business relationships while providing expert guidance during joint calls
• Ability to work effectively under pressure and handle change quickly and efficiently
• Maintain good attendance and punctuality
• Experience with Salesforce
• Ability to thrive in a fluid environment

Preferred Skills/Experience:

• 2 year of prior experience in website content management
• Basic Knowledge of HTML and CSS
• Familiarity with a dynamic environment
• TaskRay or similar project management platform experience

The targeted salary range for this position is $50,900 - $72,850.

The posted salary range for this position may be adjusted based on job-related factors permitted by law, such as experience and training; internal pay equity; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions.

This position is open to US residents only.

Perks and Benefits:

Aside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits, including:

• Medical, dental and vision insurance
• Company matched 401K plan
• 6 weeks paid Parental Leave
• 8 Paid National Holidays
• Company-paid basic Life Insurance
• Voluntary supplemental Life Insurance
• Voluntary long-term/short-term disability insurance
• Voluntary Pet Insurance
• Optional Healthcare/Dependent Care FSA Account

DealerOn is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We also participate in E-Verify (for more information, click here: E-Verify Participation and Right to Work ). A successful candidate must pass a background check as a condition of joining the team.