SaaS Customer Support Specialist – Benefits Expert

Rippling; Los Angeles (CA); On-site; USD 30,000 - 33,000; Full time

Job summary

Rippling is hiring for a Customer Support role focused on guiding customers through our Finance, HR, and IT platform. You will become a product expert and handle customer issues from start to finish across email, chat, and video calls, ensuring swift resolutions and customer satisfaction.

The role emphasizes problem-solving, strong communication, and ability to work in the Pacific or Mountain time zones, 9am–6pm PST shifts, with in-office collaboration as part of Rippling's culture.

Qualifications

• Bachelor’s degree required.
• 1–4 years of customer support experience in the US benefits domain.
• Strong problem-solving and SaaS troubleshooting skills.
• Excellent time management and prioritization.
• Excellent written and verbal English communication.
• Must reside in a Pacific or Mountain timezone state and work 9am–6pm PST.

Responsibilities

• Become a product expert and maintain a high level of product knowledge to assist customers and teammates.
• Own customer issues from start to finish in a dynamic, fast-paced environment.
• Respond promptly to inquiries via email, chat, or video conferencing.
• Resolve issues by identifying root cause and communicating best solutions, with follow-up for resolution.
• Document and track interactions in the company’s CRM system.
• Collect customer feedback and share insights with Product and Engineering to improve products.
• Stay updated on policies, procedures, and product updates to ensure accurate information.
• Work under deadlines to meet client needs.
• Deliver exceptional service and go the extra mile in every interaction.

Skills

Troubleshooting SaaS

Customer issues

Time management

Communication skills

Education

Bachelor’s degree

Tools

CRM system

Job description

Rippling is hiring for a Customer Support role focused on guiding customers through our Finance, HR, and IT platform. You will become a product expert and handle customer issues from start to finish across email, chat, and video calls, ensuring swift resolutions and customer satisfaction.

The role emphasizes problem-solving, strong communication, and ability to work in the Pacific or Mountain time zones, 9am–6pm PST shifts, with in-office collaboration as part of Rippling's culture.