SaaS Customer Support Specialist - PST/MST

Rippling; El Paso (TX); On-site; USD 31,000 - 32,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Retirement benefits

Paid time off

Job summary

Rippling is seeking a Customer Support Specialist for the Benefits Marketplace to help customers manage benefits within a unified HR and IT platform. The role focuses on delivering timely, accurate guidance and resolving issues across time zones while maintaining a customer-centric approach.

You will be the go-to product expert, handling inquiries via email, chat, and video, and collaborating with Product and Engineering to drive improvements.

Qualifications

• 1-4 years of customer support experience in a SaaS business.
• Demonstrated 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 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 knowledge

English communication

Time management

Job description

Rippling is seeking a Customer Support Specialist for the Benefits Marketplace to help customers manage benefits within a unified HR and IT platform. The role focuses on delivering timely, accurate guidance and resolving issues across time zones while maintaining a customer-centric approach.

You will be the go-to product expert, handling inquiries via email, chat, and video, and collaborating with Product and Engineering to drive improvements.