US Payroll Specialist - Expert Support & Troubleshooting

Rippling; Arizona; On-site; USD 30,307 - 33,062; Full time

Job summary

Rippling in San Francisco, CA, is seeking a Customer Support Payroll specialist to help customers with payroll tax issues, filings, and compliance. You’ll become the go-to expert on US payroll, guiding users through complex scenarios and delivering clear, helpful guidance.

You will collaborate with Product and Support teams, develop user-friendly content, and analyze interactions to improve the overall experience for customers across time zones.

Qualifications

• 1–4 years of customer support in US payroll
• Strong analytical and problem-solving skills
• Experience in payroll providers or HR software preferred
• Bachelor's degree
• Attention to detail when troubleshooting SaaS products
• Time management and ability to prioritize
• Excellent written and spoken English
• Reside in Pacific or Mountain TZ and can work 9am–6pm PST

Responsibilities

• Troubleshoot and resolve payroll tax-related issues and guide customers through payroll processing, tax filing, and compliance questions
• Become the go-to product expert on our US Payroll and Tax capabilities for customers
• Develop and maintain clear, accurate content, documentation, and FAQs to support both customers and internal teams
• Analyze customer support interactions to identify trends, pain points, and opportunities to improve the support experience
• Partner with Product Managers to provide insights on support volume, customer feedback, and critical compliance concerns
• Serve as a senior resource and point of escalation for Customer Support Specialists on complex, region-specific payroll issues
• Personally own and resolve the most challenging customer cases by leveraging your deep platform and country-specific payroll expertise

Skills

US Payroll experience

Analytical problem-solving

SaaS troubleshooting

Communication skills

Time management

English fluency

TZ availability

Education

Bachelor's degree

Job description

Rippling in San Francisco, CA, is seeking a Customer Support Payroll specialist to help customers with payroll tax issues, filings, and compliance. You’ll become the go-to expert on US payroll, guiding users through complex scenarios and delivering clear, helpful guidance.

You will collaborate with Product and Support teams, develop user-friendly content, and analyze interactions to improve the overall experience for customers across time zones.