Remote SaaS Customer Support Specialist

Rippling; El Paso (TX); Remote; USD 30,000 - 33,000; Full time

Job summary

Rippling is hiring for a Customer Support specialist to help customers navigate our HR, IT, and Finance platform. You will provide expert guidance, resolve technical inquiries, and ensure a seamless experience across time zones.

Join a team focused on problem-solving and continuous learning in a fast-paced environment. Ideal candidates have 1–4 years in SaaS support, strong English communication, and the ability to work PST-time hours.

Qualifications

• 1–4 years of customer support experience in a SaaS business.
• Strong problem-solving and troubleshooting skills for SaaS products.
• Excellent time management and prioritization.
• Excellent written and verbal English communication.
• Currently reside in a Pacific or Mountain timezone with the ability to work a shift between 9am to 6pm PST.

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

Problem-solving

SaaS knowledge

Education

Bachelor's degree

Job description

Rippling is hiring for a Customer Support specialist to help customers navigate our HR, IT, and Finance platform. You will provide expert guidance, resolve technical inquiries, and ensure a seamless experience across time zones.

Join a team focused on problem-solving and continuous learning in a fast-paced environment. Ideal candidates have 1–4 years in SaaS support, strong English communication, and the ability to work PST-time hours.