Customer Support Specialist, Time Support

About Rippling

Rippling is a platform that helps companies manage HR, IT, and Finance in one system. It unifies tools that are usually spread across different teams, such as payroll, benefits, expenses, and device management, and lets businesses automate the employee lifecycle end to end.

For example, with Rippling, a company can onboard a new hire anywhere in the world and, in about 90 seconds, set up payroll, a corporate card, a computer, benefits, and even access to apps like Slack and Microsoft 365.

Headquartered in San Francisco, California, Rippling has secured more than $1.4B in funding from leading investors including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock, and has been recognized by Forbes as one of America’s best startup employers.

For your safety, please note that official messages from Rippling will only come from @Rippling.com email addresses.

About the Team

The Customer Support team supports customers using Rippling’s Finance, HR, and IT platform by providing knowledgeable guidance and fast resolution to technical questions and issues. The team serves businesses across multiple time zones and focuses on delivering help when it is needed most.

The group is made up of people from varied backgrounds who share a strong interest in solving problems and learning continuously. The environment is collaborative and supportive, with an emphasis on sharing ideas, improving customer satisfaction, and growing professionally through ongoing training and product education.

Rippling is looking for motivated people who are eager to learn, adaptable in a fast-moving environment, and excited to contribute to a team that helps businesses work more efficiently.

What You Will Do

• Develop strong product knowledge so you can give clear and accurate support to customers and internal teammates.
• Own customer cases end to end while operating in a busy, fast-paced setting.
• Answer customer questions quickly and professionally through email, chat, and video calls.
• Diagnose issues by understanding the customer’s concern, identifying the root cause, recommending the right solution, and following through until the matter is resolved.
• Record customer conversations, transactions, comments, and complaints in the company CRM.
• Collect customer feedback and partner with Product and Engineering to share insights that can improve the platform.
• Keep current on policies, workflows, and product changes so customers receive consistent and accurate information.
• Manage work effectively under deadlines, including situations where priorities shift unexpectedly, to make sure client needs are met.
• Go beyond basic support to create a positive customer experience and maintain high satisfaction.

Requirements

• Bachelor’s degree.
• 1 to 4 years of customer support experience in a SaaS company.
• Proven ability to troubleshoot SaaS products and solve problems with strong attention to detail.
• Good time management and prioritization skills.
• Strong written and verbal communication skills in English.
• Must live in a Pacific or Mountain time zone state and be able to work a shift between 9:00 am and 6:00 pm PST.

Additional Information

Rippling is an equal opportunity employer and is committed to creating a diverse, inclusive workplace. The company does not discriminate on the basis of race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran status, military status, or any other legally protected characteristic.

If you need a reasonable accommodation during the hiring process because of a disability, you can request assistance by emailing accomodations@rippling.com.

Rippling places high value on in-office work to support collaboration and company culture. For office-based employees, working from the office at least three days per week is considered an essential part of the role under the current policy.

This position includes a competitive salary, benefits, and equity. For US-based employees, pay will follow the applicable location tier. Tier 2 compensation is $23.49 per hour, and Tier 3 compensation is $22.19 per hour.