Remote SaaS Customer Support Specialist

Rippling; North Dakota; On-site; USD 30,000 - 33,000; Full time

Job summary

Rippling's Customer Support team is expanding to provide expert guidance for our cloud-based HR, IT, and Finance platform. You will handle inquiries, troubleshoot SaaS issues, and collaborate with Product and Engineering to enhance the user experience across time zones.

Applicants should have a Bachelor's degree and 1–4 years in SaaS support, excellent English communication, and strong time-management skills, with a preference for candidates in Pacific or Mountain time who can work 9am–6pm PST.

Qualifications

• Bachelor's degree required.
• 1–4 years of customer support experience in a SaaS business.
• Proven problem-solving and troubleshooting skills for a SaaS product.
• Time management and prioritization abilities.
• Excellent written and verbal communication in English.
• Must reside in a Pacific or Mountain timezone state and be able to work 9am–6pm PST.

Responsibilities

• Become a product expert and maintain high product knowledge for customers and teammates.
• Own customer issues from start to finish in a fast-paced environment.
• Respond promptly and professionally to inquiries via email, chat, or video conferencing.
• Resolve issues by understanding the problem, identifying causes, outlining solutions, and following up.
• Document and track interactions using the CRM system.
• Gather feedback and work with Product/Engineering to share insights for improvement.
• Stay up-to-date with policies and product updates to provide accurate information.
• Meet schedules and deadlines while ensuring customer needs are met.
• Deliver exceptional service and go the extra mile in every interaction.

Skills

Product knowledge

Customer service

English communication

Time management

Problem solving

SaaS knowledge

Education

Bachelor's degree

Tools

CRM software

Job description

Rippling's Customer Support team is expanding to provide expert guidance for our cloud-based HR, IT, and Finance platform. You will handle inquiries, troubleshoot SaaS issues, and collaborate with Product and Engineering to enhance the user experience across time zones.

Applicants should have a Bachelor's degree and 1–4 years in SaaS support, excellent English communication, and strong time-management skills, with a preference for candidates in Pacific or Mountain time who can work 9am–6pm PST.