US Payroll Support Specialist

Rippling; Chicago (IL); On-site; USD 30,568 - 32,359; Full time

Job summary

Rippling is seeking a US Payroll Customer Support specialist to guide customers through payroll processing, tax filing, and compliance questions. You will become the go-to expert on our US Payroll capabilities while delivering clear content for customers and internal teams.

You will analyze support interactions, collaborate with Product Managers, and escalate complex regional payroll issues. This role emphasizes accuracy, speed, and a customer-centric approach in a fast-paced environment.

Qualifications

• 1–4 years of customer support in US Payroll domain.
• Strong analytical and problem-solving skills for payroll discrepancies.
• Excellent written and verbal English communication.

Responsibilities

• Troubleshoot and resolve payroll tax-related issues and guide customers through payroll processing and compliance questions.
• Become the go-to product expert on US Payroll and Tax capabilities for customers.
• Develop and maintain clear documentation, FAQs, and content for customers and internal teams.
• Analyze support interactions to identify trends and opportunities to improve the support experience.
• Partner with Product Managers to provide insights on support volume and customer feedback.
• Serve as a senior resource and escalation point for complex, region-specific payroll issues.
• Personally own and resolve the most challenging customer cases with deep payroll expertise.

Skills

Payroll support

Analytical thinking

Customer communication

SaaS troubleshooting

Tools

Payroll software

Job description

Rippling is seeking a US Payroll Customer Support specialist to guide customers through payroll processing, tax filing, and compliance questions. You will become the go-to expert on our US Payroll capabilities while delivering clear content for customers and internal teams.

You will analyze support interactions, collaborate with Product Managers, and escalate complex regional payroll issues. This role emphasizes accuracy, speed, and a customer-centric approach in a fast-paced environment.