SaaS Customer Support Specialist (PST/MST Friendly)

Rippling; Wyoming (OH); Hybrid; USD 45,000 - 67,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Retirement benefits

Paid time off

Job summary

Rippling, Inc. is hiring a Customer Support Specialist for the Benefits Marketplace. Based in the PST/MST timezone, you will become a product expert to help customers with onboarding and ongoing inquiries.

You will resolve issues from start to finish, respond across email, chat, and video, and collaborate with Product and Engineering to drive improvements. Excellent English communication and time management are essential.

Qualifications

• Must be based in a PST or MST timezone.
• 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

SaaS support

Problem solving

Time management

Communication

Tools

CRM software

Job description

Rippling, Inc. is hiring a Customer Support Specialist for the Benefits Marketplace. Based in the PST/MST timezone, you will become a product expert to help customers with onboarding and ongoing inquiries.

You will resolve issues from start to finish, respond across email, chat, and video, and collaborate with Product and Engineering to drive improvements. Excellent English communication and time management are essential.