SaaS Customer Support Specialist — Impact & Growth

Rippling; San Francisco (CA); On-site; USD 63,583,000 - 67,341,000; Full time

Job summary

Rippling is seeking a Customer Support professional to help customers navigate our HR, IT, and Finance platform. You will become a product expert, resolve issues, and collaborate with product and engineering to improve the service experience.

The role requires 1–4 years of SaaS support experience, strong problem-solving, and excellent English communication. Regular Monday–Friday hours in PST are expected on site in San Francisco.

Qualifications

• Associate's or Bachelor's degree required.
• 1–4 years of customer support experience in a SaaS business.
• Strong problem-solving and troubleshooting of a SaaS product.
• Excellent written and verbal communication in English.

Responsibilities

• Become a product expert - Maintain a high level of product knowledge to assist customers and colleagues.
• Take charge of customer issues from start to finish in a fast-paced environment.
• Respond promptly to customer inquiries via email, chat, or video conferencing.
• Resolve product or service issues by identifying causes and explaining solutions, with follow-up.
• Document and track customer interactions in the company's CRM.
• Gather customer feedback and share insights with Product and Engineering to drive improvements.
• Stay up-to-date with policies and product updates to provide accurate information.
• Work under time constraints and meet schedules to ensure client needs are met.
• Deliver exceptional service and go the extra mile in every interaction.

Skills

Customer support

SaaS troubleshooting

English communication

Time management

Education

Associate's or Bachelor's degree

Tools

CRM software

Job description

Rippling is seeking a Customer Support professional to help customers navigate our HR, IT, and Finance platform. You will become a product expert, resolve issues, and collaborate with product and engineering to improve the service experience.

The role requires 1–4 years of SaaS support experience, strong problem-solving, and excellent English communication. Regular Monday–Friday hours in PST are expected on site in San Francisco.