Remote SaaS Customer Support Specialist

Rippling; New Mexico; On-site; USD 30,000 - 33,000; Full time

Job summary

Rippling is seeking a Customer Support professional to help customers navigate our payroll, HR, and IT platform across time zones. The role emphasizes problem-solving, fresh perspectives, and a commitment to continuous learning within a collaborative team.

You will respond to inquiries via email, chat, or video, document interactions in the CRM, and work with Product and Engineering to drive improvements while maintaining high customer satisfaction in a remote US-based setup.

Qualifications

• Bachelor's degree required.
• 1–4 years of customer support experience in a SaaS business.
• Demonstrated problem-solving and troubleshooting skills for a SaaS product.
• Strong time management and prioritization abilities.
• Excellent written and verbal English communication.

Responsibilities

• Become a product expert and maintain high-level product knowledge to assist customers and colleagues.
• Handle customer issues from start to finish in a fast-paced environment.
• Respond promptly via email, chat, or video conferencing with professionalism.
• Diagnose issues, determine causes, explain solutions, and follow up to ensure resolution.
• Document interactions in the CRM and track feedback for product improvements.
• Collaborate with Product and Engineering to share insights and drive improvements.
• Stay updated on policies, procedures, and product updates to ensure accuracy.
• Meet deadlines and manage time to fulfill client needs.
• Deliver exceptional service and go the extra mile to ensure customer satisfaction.

Skills

Customer support

SaaS product knowledge

Troubleshooting

Time management

English communication

Education

Bachelor's degree

Tools

CRM system

Job description

Rippling is seeking a Customer Support professional to help customers navigate our payroll, HR, and IT platform across time zones. The role emphasizes problem-solving, fresh perspectives, and a commitment to continuous learning within a collaborative team.

You will respond to inquiries via email, chat, or video, document interactions in the CRM, and work with Product and Engineering to drive improvements while maintaining high customer satisfaction in a remote US-based setup.