SaaS Customer Support Specialist — Product & API Expert

Rippling; Oregon (WI); On-site; USD 63,562,000 - 67,310,000; Full time

Job summary

Rippling is hiring for its Customer Support team. You will become a product expert, handling customer issues end-to-end in a fast-paced, multi-time-zone environment. You’ll respond via email, chat, or video and will troubleshoot accounting integrations while documenting interactions in the CRM.

Join a team that values problem-solving, continuous learning, and customer-centric service. Ideal candidates have 2+ years in SaaS technical support, solid accounting knowledge, and strong English

Qualifications

• Bachelor's degree required.
• 2+ years of technical customer support in SaaS.
• Hands-on with APIs, integrations, or payroll processes.
• Basic accounting knowledge: journal entries, COA, GL mapping.
• Experience diagnosing integration failures (sync errors, data mapping).
• Strong problem-solving and troubleshooting with attention to detail.
• Time-management and ability to prioritize in high-volume support.
• Excellent written and verbal English communication.
• Open to working 9:00 PST - 5:30 PST.

Responsibilities

• Become a product expert with high product knowledge to assist customers and colleagues.
• Own customer issues from start to finish in a fast-paced environment.
• Respond to inquiries via email, chat, or video conferencing.
• Resolve issues by understanding complaints, identifying causes, and presenting solutions.
• Troubleshoot accounting integration failures (GL sync, journal entries, API connectivity).
• Document and track customer interactions in the CRM.
• Gather feedback and collaborate with Product and Engineering to improve products.
• Stay updated on policies and product updates for accurate information.
• Work under time constraints to meet client deadlines.
• Deliver exceptional service and exceed customer expectations.

Skills

APIs

Integrations

Payroll

Journal entries

GL mapping

Troubleshooting

Communication

Education

Bachelor's degree

Tools

QuickBooks Online

NetSuite

Sage Intacct

Xero

Job description

Rippling is hiring for its Customer Support team. You will become a product expert, handling customer issues end-to-end in a fast-paced, multi-time-zone environment. You’ll respond via email, chat, or video and will troubleshoot accounting integrations while documenting interactions in the CRM.

Join a team that values problem-solving, continuous learning, and customer-centric service. Ideal candidates have 2+ years in SaaS technical support, solid accounting knowledge, and strong English