SaaS Customer Support Specialist – Docs & Work Authorization

Rippling; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Rippling is seeking a motivated Customer Support professional to help customers navigate our Finance, HR, and IT platform. You will become a product expert, own customer issues from start to finish, and communicate clearly via email, chat, or video.

Candidates in all US time zones are welcome to apply, with shifts between 9am–6pm PST. The role emphasizes problem-solving, strong communication, and a commitment to delivering excellent service.

Qualifications

• Bachelor’s degree.
• 1–4 years of customer support experience in a SaaS business.
• Strong problem-solving and troubleshooting skills.
• Excellent written and verbal English communication.
• Ability to work a shift between 9am–6pm PST across US time zones.

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

SaaS product

Communication

Time management

Problem solving

English proficiency

Education

Bachelor's degree

Tools

CRM software

Job description

Rippling is seeking a motivated Customer Support professional to help customers navigate our Finance, HR, and IT platform. You will become a product expert, own customer issues from start to finish, and communicate clearly via email, chat, or video.

Candidates in all US time zones are welcome to apply, with shifts between 9am–6pm PST. The role emphasizes problem-solving, strong communication, and a commitment to delivering excellent service.