SaaS Customer Support Specialist — Pacific/Mountain Time

Rippling

Idaho

On-site

USD 45,000 - 70,000

Full time

14 days+

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Job summary

Rippling is seeking enthusiastic individuals to join our Customer Support team. You will become a product expert, resolve customer issues, and maintain high levels of service across our Finance, HR, and IT platform.

We value problem-solvers who are quick to learn and eager to grow within a fast-paced environment. You will respond to inquiries via email, chat, or video, document interactions in our CRM, and collaborate with Product and Engineering to improve our platform.

Qualifications

Bachelor's degree required.
1-4 years of customer support experience in a SaaS business.
Demonstrated problem-solving and troubleshooting for a SaaS product.
Time management and prioritization skills.
Excellent written and verbal English communication.
Must reside in a Pacific or Mountain timezone state and can work 9am–6pm PST.

Responsibilities

Become a product expert and maintain extensive knowledge to assist customers and colleagues.
Handle customer issues from start to finish in a dynamic, fast-paced environment.
Respond promptly and professionally to inquiries via email, chat, or video conferencing.
Diagnose problems, determine causes, propose the best solution, and follow up to ensure resolution.
Document and track customer interactions in the CRM system.
Gather customer feedback and share insights with Product and Engineering teams to improve products.
Stay up-to-date with policies and product updates to provide accurate information.
Work under time constraints and meet schedules, sometimes with unexpected deadlines.
Deliver exceptional service and go the extra mile in every interaction.