Customer Support Specialist, Time Support

About Rippling

Rippling provides a single platform for businesses to manage HR, IT, and Finance operations together. It unifies systems that are usually spread across departments, such as payroll, benefits, expenses, and device management, so companies can automate the employee journey from start to finish in one place.

For example, with Rippling a company can onboard someone anywhere in the world and, in about 90 seconds, set up payroll, a company card, a laptop or computer, benefits, and access to third-party apps such as Slack and Microsoft 365.

Headquartered in San Francisco, California, the company has raised more than $1.4 billion 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 safety, official communication from the company will only come from email addresses ending in @Rippling.com.

About the Team

The Customer Support team supports Rippling customers using the Finance, HR, and IT platform. The team focuses on providing quick, accurate help for technical questions and product issues across different time zones, with a customer-first approach designed to keep support available when it is needed most.

Team members come from varied backgrounds and share a strong interest in solving problems and learning continuously. The group works collaboratively, exchanges ideas freely, and looks for better ways to improve the customer experience. Ongoing training and development are part of the environment so the team can stay current with product changes and new features.

Rippling is looking for motivated people who are excited to grow in a fast-moving setting. Candidates who are adaptable, eager to learn, and interested in helping businesses work more efficiently are encouraged to consider this opportunity.

What You Will Do

• Build deep product expertise so you can answer questions accurately for customers and internal teammates.
• Own customer cases end to end in a high-velocity support environment.
• Reply to customer requests quickly and professionally by email, chat, or video call.
• Diagnose product and service problems by understanding the issue, identifying the root cause, choosing the right fix, explaining it clearly, and confirming the issue is resolved.
• Record customer conversations, transactions, feedback, and complaints in the CRM system.
• Collect customer insights and partner with Product and Engineering to help improve the product and service experience.
• Stay current on company policies, procedures, and product changes so information shared with customers remains accurate and consistent.
• Work effectively under deadlines, including unexpected time pressures, while still meeting customer needs.
• Provide standout service and go beyond expectations to support customer satisfaction.

What You Need

• A bachelor’s degree.
• Between 1 and 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.
• Current residence in a Pacific or Mountain time zone state, with availability 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 building a diverse and inclusive team. Hiring decisions are made without regard to 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.

The company provides reasonable accommodations during the hiring process for candidates with disabilities. Requests can be sent to accomodations@rippling.com.

Rippling places high value on in-office collaboration and company culture. For office-based employees who live within the defined commuting radius of a Rippling office, working from the office at least three days per week is considered an essential part of the role under current policy.

This position includes competitive pay, benefits, and equity. U.S.-based compensation is tiered by location. The listed hourly rates are Tier 2 at $23.49 and Tier 3 at $22.19.