Remote SaaS Customer Support Specialist

Rippling; Washington; On-site; USD 63,583,000 - 67,308,000; Full time

Benefits offered by this job

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Job summary

Rippling seeks a proactive Customer Support specialist for its SaaS platform, operating remotely in the United States. You will master our HR, IT, and Finance solutions and assist customers across time zones with expert guidance and timely resolutions.

You will collaborate with Product and Engineering to improve features, while staying aligned with company policies. A customer-centric mindset and growth-oriented attitude are valued in this fast-paced role.

Qualifications

• Bachelor's degree required.
• 1–4 years of customer support experience in a SaaS business.
• Strong problem-solving and troubleshooting skills for SaaS products.
• Excellent written and verbal communication in English.
• Ability to work a shift between 9am and 6pm PST from Pacific/Mountain states.

Responsibilities

• Become a product expert to provide accurate information and assistance.
• Handle customer issues from start to finish in a fast-paced environment.
• Respond to inquiries via email, chat, or video conferencing promptly.
• Resolve issues by understanding complaints, identifying causes, and guiding solutions.
• Document customer interactions in the CRM system.
• Gather feedback and share insights with Product and Engineering teams.
• Stay updated on company policies and product updates for consistent info.
• Meet schedules and deadlines while ensuring customer satisfaction.

Skills

Problem solving

Troubleshooting SaaS

Time management

Communication skills

English proficiency

Timezone alignment

Education

Bachelor's degree

Job description

Rippling seeks a proactive Customer Support specialist for its SaaS platform, operating remotely in the United States. You will master our HR, IT, and Finance solutions and assist customers across time zones with expert guidance and timely resolutions.

You will collaborate with Product and Engineering to improve features, while staying aligned with company policies. A customer-centric mindset and growth-oriented attitude are valued in this fast-paced role.