SaaS Payroll Integrations Support Specialist

Rippling; California (MO); On-site; USD 63,545,000 - 67,363,000; Full time

Job summary

Rippling is seeking a technical customer support specialist in the U.S. to become a product expert on our HR, IT, and Finance platform. You will resolve issues from start to finish, communicating via email, chat, or video while maintaining high-quality service.

Responsibilities include troubleshooting API and payroll integrations, coordinating with Product and Engineering, and keeping up-to-date on policies and updates. A Bachelor's and 2+ years SaaS support are required, with PST hours.

Qualifications

• Bachelor's degree required.
• 2+ years of technical customer support experience in a SaaS business.
• Hands-on experience with APIs, integrations, or payroll processes.
• Basic understanding of accounting concepts such as journal entries, chart of accounts, and GL mapping.
• Experience diagnosing integration failures including sync errors and data mapping issues.
• Demonstrated problem-solving and troubleshooting skills with strong attention to detail.
• Time management skills and ability to prioritize across high-volume, multi-channel support.
• Excellent written and verbal communication skills in English.
• Open to working 9:00 PST - 5:30 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.
• Troubleshoot accounting integration failures including GL sync errors, journal entry issues, and API connectivity problems.
• 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, including unexpected deadlines, to ensure client needs are met.
• Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction.

Skills

Technical Customer Support

APIs & Integrations

Problem Solving

Time Management

Excellent English Communication

Shift flexibility

Education

Bachelor's degree

Tools

CRM systems

Payroll software

REST APIs

OAuth authentication

Job description

Rippling is seeking a technical customer support specialist in the U.S. to become a product expert on our HR, IT, and Finance platform. You will resolve issues from start to finish, communicating via email, chat, or video while maintaining high-quality service.

Responsibilities include troubleshooting API and payroll integrations, coordinating with Product and Engineering, and keeping up-to-date on policies and updates. A Bachelor's and 2+ years SaaS support are required, with PST hours.