US Payroll Support Specialist & Tax Expert

Rippling; Washington; Hybrid; USD 30,000 - 33,000; Full time

Job summary

Rippling in Washington state seeks an experienced Customer Support Payroll specialist to guide customers through payroll processing, tax filing, and compliance questions. You will become the go-to expert on US Payroll capabilities and help craft clear content for customers and internal teams.

You will analyze support interactions to identify trends, partner with Product Managers, and own the most challenging cases with deep payroll knowledge in a fast-paced SaaS environment.

Qualifications

• 1-4 years of customer support experience in US Payroll domain.
• Excellent analytical and problem-solving skills, with a proven ability to investigate and resolve complex payroll discrepancies.
• Experience working in a payroll provider, HR software company, or a large in-house payroll function is highly preferred.
• Demonstrated experience in problem-solving, troubleshooting a SaaS product with attention to detail.
• Time management skills and ability to prioritize.
• Excellent communication skills, both written and verbal (in English).
• Currently reside in a Pacific or Mountain timezone state with the ability to work a shift between the hours of 9am to 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 skills

Problem-solving

Communication skills

Time management

Education

Bachelor's degree

Job description

Rippling in Washington state seeks an experienced Customer Support Payroll specialist to guide customers through payroll processing, tax filing, and compliance questions. You will become the go-to expert on US Payroll capabilities and help craft clear content for customers and internal teams.

You will analyze support interactions to identify trends, partner with Product Managers, and own the most challenging cases with deep payroll knowledge in a fast-paced SaaS environment.