Customer Support Specialist, Time Support

About Rippling

Rippling provides businesses with a single platform to manage HR, IT, and Finance operations. It unifies systems that are usually spread across a company, including payroll, expenses, benefits, and devices, so employers can automate the full employee lifecycle from one place.

For example, using Rippling, a company can onboard a new hire anywhere in the world and, in about 90 seconds, set up payroll, a corporate card, a laptop, benefits, and even tools such as Slack and Microsoft 365.

Headquartered in San Francisco, California, Rippling has secured more than $1.4B in funding from leading investors such as 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 email addresses ending in @Rippling.com.

About the Team

The Customer Support team is focused on delivering smooth, reliable support for Rippling’s Finance, HR, and IT platform. The team helps customers troubleshoot technical issues, answer product questions, and receive timely guidance across different time zones so assistance is available when needed.

Team members come from varied backgrounds and bring different strengths, but share a strong interest in solving problems and learning continuously. The environment is collaborative and encouraging, with regular opportunities to share knowledge, improve processes, and raise customer satisfaction.

Rippling is looking for motivated people who want to grow in a fast-moving setting and contribute to a team that helps businesses work more efficiently. Fresh thinking, adaptability, and a willingness to learn are highly valued.

Role Overview

As a Customer Support Specialist on the Time Support team, you will become highly knowledgeable about the product, handle customer concerns from start to finish, and provide clear, professional support through email, chat, and video calls.

What You Will Do

• Build strong product expertise so you can give accurate guidance to customers and internal teammates.
• Own customer cases end to end in a fast-paced environment.
• Reply quickly and professionally to customer questions over email, chat, and video conferencing.
• Investigate product and service issues, identify the root cause, explain the best solution, and follow through until the matter is resolved.
• Record customer conversations, transactions, feedback, and complaints in the company CRM.
• Collect insights from customers and collaborate with Product and Engineering to help improve the platform.
• Stay current on policies, procedures, and product changes so information shared with customers remains accurate and consistent.
• Manage work effectively under tight deadlines and shifting priorities.
• Deliver a high level of service and do extra where needed to ensure 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 SaaS products and solve problems with close attention to detail.
• Strong time management and prioritization skills.
• Excellent written and verbal communication skills in English.
• 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 workplace. Hiring decisions are made without regard to race, religion, color, national origin, ancestry, disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran status, military status, or other legally protected characteristics.

Applicants who need support or a reasonable accommodation during the hiring process can request assistance by emailing accomodations@rippling.com.

Rippling places value on in-office collaboration. 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.

Compensation

US-based pay is assigned according to location tier. The listed hourly rates are Tier 2: $23.49 per hour and Tier 3: $22.19 per hour.