Customer Support Specialist, Global Payroll

Overview of Rippling

Rippling is a comprehensive platform that consolidates HR, IT, and Finance systems into a single location, enabling streamlined management and automation of the employee lifecycle. The platform allows businesses to onboard new hires globally, instantly setting up payroll, corporate tools, benefits, and necessary applications.

Based in San Francisco and backed by prominent investors, Rippling is recognized as one of America's top startup employers.

About the Customer Support Payroll Team

This team is dedicated to delivering seamless support for Rippling's Finance, HR, and IT platform, ensuring customers receive expert advice and prompt solutions to payroll and related challenges. The team is global, diverse, collaborative, and committed to continuous learning and innovation to improve customer experience and satisfaction.

Role Responsibilities

• Identify and resolve payroll-related issues; assist customers with payroll processing, tax filings, and compliance inquiries.
• Serve as the expert on Global Payroll and HR functionalities tailored to your assigned region.
• Create and maintain clear documentation and FAQs to assist customers and internal staff.
• Analyze support interactions to spot patterns and enhance the support process.
• Collaborate with Product Managers to relay customer feedback, support volumes, and compliance matters.
• Act as a senior resource for complex regional payroll issues and escalate as necessary.
• Take ownership of and resolve the most difficult customer cases using deep knowledge of platform and country-specific payroll regulations.

Required Qualifications and Skills

• 1 to 4 years of customer support experience specifically in US Payroll.
• Strong analytical and problem-solving abilities, especially in resolving complex payroll discrepancies.
• Experience in payroll providers, HR software companies, or extensive in-house payroll operations is highly preferred.
• Bachelor’s degree qualification.
• Proficient time management and prioritization skills.
• Excellent verbal and written English communication.
• Residence in a Pacific or Mountain time zone state, with availability to work shifts between 9am to 6pm PST.
• Willingness to work Tuesday through Saturday shifts, with training scheduled Monday to Friday.

Additional Information

Rippling is an equal opportunity employer fostering workplace diversity and inclusion, without discrimination based on protected characteristics. Reasonable accommodations are provided for applicants with disabilities upon request.

Employees living near an office are expected to work onsite at least three days a week to support collaboration and company culture.

This role offers a competitive salary, benefits, and equity. Pay rates for U.S. employees vary by location, with applicable rates of $23.49 and $22.19 per hour for designated tiers.