SaaS Customer Support Specialist | Product Expert (PST)

Rippling; United States; Remote; USD 30,000 - 33,000; Full time

Job summary

Rippling is seeking enthusiastic individuals to join our Customer Support team. You will become a product expert and help customers resolve inquiries about our Finance, HR, and IT platform.

Ideal candidates have 1-4 years SaaS support experience, strong communication, and good time management. The role operates Monday–Friday 9 AM–5:30 PM PST, with tiered hourly compensation. We value problem-solving, feedback to Product and Engineering, and a commitment to customer satisfaction.

Qualifications

• Associate's or Bachelor's degree
• 1-4 years of customer support experience in a SaaS business
• Demonstrated experience in problem-solving and troubleshooting a SaaS product with attention to detail
• Time management skills and ability to prioritize
• Excellent communication skills, both written and verbal (in English)
• Able to work Monday - Friday 9 AM - 5:30 PM PST

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 experience

Problem solving

Time management

Communication skills

Education

Associate's degree

Bachelor's degree

Tools

CRM system

Job description

Rippling is seeking enthusiastic individuals to join our Customer Support team. You will become a product expert and help customers resolve inquiries about our Finance, HR, and IT platform.

Ideal candidates have 1-4 years SaaS support experience, strong communication, and good time management. The role operates Monday–Friday 9 AM–5:30 PM PST, with tiered hourly compensation. We value problem-solving, feedback to Product and Engineering, and a commitment to customer satisfaction.