Customer Support Specialist, Time Support

About Rippling

Rippling provides a unified platform that helps companies manage HR, IT, and finance operations in one place. Instead of using separate tools for payroll, benefits, expenses, devices, and other workforce systems, businesses can automate the full employee journey from a single system.

For example, when onboarding a new hire, Rippling can set up payroll, a corporate card, a laptop, benefits, and even connected apps such as Slack and Microsoft 365 in about 90 seconds.

Headquartered in San Francisco, California, the company 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 candidate safety, only messages coming from official @Rippling.com email addresses should be treated as legitimate.

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 product issues. The group serves businesses across different time zones and focuses on delivering dependable help whenever it is needed.

The team brings together people from varied backgrounds who share a strong interest in solving problems and learning continuously. It promotes collaboration, knowledge-sharing, and creative thinking to improve the customer experience. Ongoing training and development are part of the culture so team members can stay current with new product features and changes.

Rippling is looking for motivated people who are excited to learn, adapt quickly, and grow in a fast-paced environment. The company values fresh ideas and offers room for professional development to those who want to contribute to a team that helps businesses work more efficiently.

What you'll do

• Build deep knowledge of the product so you can answer questions accurately for customers and internal teammates.
• Own customer issues end to end in a fast-moving support environment.
• Reply to customer questions quickly and professionally through email, chat, and video calls.
• Investigate product or service problems, identify the root cause, explain the best fix, and follow through until the issue is closed.
• Record customer conversations, transactions, comments, and complaints in the company CRM.
• Collect user feedback and work with Product and Engineering to share insights that can improve the platform.
• Keep current on policies, procedures, and product changes to ensure information given to customers is accurate and consistent.
• Work effectively under deadlines and time pressure, including unexpected schedule changes, to meet client needs.
• Deliver high-quality support and go the extra mile to maximize customer satisfaction.

What you need

• A bachelor’s degree.
• 1 to 4 years of customer support experience in a SaaS company.
• Proven ability to troubleshoot a SaaS product 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 between 9:00 AM and 6:00 PM PST.

Additional information

Rippling is an equal opportunity employer and is committed to building a diverse, inclusive workplace. 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 status.

Candidates who need help during the hiring process due to a disability can request reasonable accommodation by emailing accomodations@rippling.com.

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

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

Location

New Mexico, United States.