SaaS Customer Support Specialist — HR/IT Platform Expert

Rippling; Oregon (WI); On-site; USD 30,307 - 33,062; Full time

Benefits offered by this job

Equity

Benefits

Job summary

Rippling, a leading platform for HR, IT, and Finance, seeks a Customer Support specialist in the US market. You will help customers navigate our SaaS product, resolve issues, and ensure a seamless experience across time zones.

You will become a product expert, document interactions in the CRM, and collaborate with Product and Engineering to relay feedback and improve our platform while delivering exceptional service daily.

Qualifications

• Bachelor's degree required.
• 1–4 years of US benefits customer support experience.
• Problem-solving and troubleshooting a SaaS product with attention to detail.
• Time-management and prioritization skills.
• Excellent written and verbal English communication.
• Must reside in Pacific or Mountain timezone with 9am–6pm PST shift.

Responsibilities

• Become a product expert and maintain high product knowledge.
• Own customer issues from start to finish in a fast-paced environment.
• Respond promptly to inquiries via email, chat, or video.
• Resolve issues by understanding the problem, choosing the best solution, and following up.
• Document and track customer interactions in the CRM.
• Gather feedback and share insights with Product and Engineering.
• Stay updated on policies and product updates to ensure accuracy.
• Work under time constraints and meet deadlines to satisfy client needs.
• Deliver exceptional service and go the extra mile in every interaction.

Skills

Product knowledge

Problem solving

Time management

Excellent communication

English communication

Education

Bachelor's degree

Tools

CRM system

Job description

Rippling, a leading platform for HR, IT, and Finance, seeks a Customer Support specialist in the US market. You will help customers navigate our SaaS product, resolve issues, and ensure a seamless experience across time zones.

You will become a product expert, document interactions in the CRM, and collaborate with Product and Engineering to relay feedback and improve our platform while delivering exceptional service daily.