Customer Support Specialist - Account Ops

About the Company

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system. Based in San Francisco, CA, Rippling has raised $1.2B from top investors and was named one of America's best startup employers by Forbes.

About the Team

The Customer Support team at Rippling is a dedicated group of professionals committed to ensuring that our customers have a seamless experience with our robust Finance, HR, and IT platform. Our team provides expert guidance and swift resolutions to technical challenges or inquiries. We pride ourselves on a customer-centric approach, offering support across various time zones. The team is composed of individuals with diverse backgrounds, united by a shared passion for problem-solving and continuous learning. We foster a collaborative environment where team members share insights and innovate solutions to enhance customer satisfaction. Ongoing training and development opportunities ensure we stay adept with the latest platform features.

Responsibilities

• Assist customers with billing inquiries for Rippling services and third-party apps, including contracts, fees, charges, payment methods, payment failures, invoices, terms of service, refunds, credits, reseller billing, seat count inquiries, billing address updates, and PEO benefits/workers’ compensation billing and invoice reconciliation.
• Provide clear guidance and support to help customers navigate billing processes.
• Collaborate internally with Product, Finance, Legal/Compliance, and PEO teams to unblock customers, resolve complex billing issues, ensure accurate payments, understand regional and country-specific billing policies, and identify process improvements.
• Maintain a high level of product knowledge to provide accurate information to customers and colleagues.
• Take charge of customer issues from start to finish in a dynamic, fast-paced environment.
• Respond promptly and professionally to customer inquiries via email, chat, or video conferencing.
• Resolve product or service issues by understanding the customer's complaint, determining the cause, selecting and explaining the best solution, and following up to ensure resolution.
• Document and track customer interactions, transactions, comments, and complaints using the company's CRM system.
• Gather customer feedback and work directly with Product and Engineering teams to share insights for product improvement.
• Stay up-to-date with company policies, procedures, and product updates.
• Work well under time constraints and meet schedules, including unexpected deadlines, to ensure client needs are met.
• Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction.

Requirements

• Bachelor's degree.
• 1-4 years of customer support experience in a SaaS business.
• Experience assisting customers with payroll or benefits inquiries across multiple entities, regions, and countries.
• Knowledge of regional, country-specific, and compliance-related payroll or benefits regulations and policies.
• Understanding of account reconciliation and payroll processes in SaaS environments.
• Familiarity with invoicing, payment terms, payment methods, subscription models, and common SaaS payroll terminology.
• Demonstrated experience in problem-solving and troubleshooting a SaaS product with attention to detail.
• Strong time management skills and ability to prioritize.
• Excellent communication skills, both written and verbal (in English).
• Ability to work a shift between the hours of 9am to 6pm PST.

Benefits

This role will receive a competitive salary + benefits + equity.

Pay

The salary for US-based employees will be aligned with one of the following ranges based on location:

• Base Pay: $22.19-$23.49 per hour.

Schedule

Office-based employees (those who live within a defined radius of a Rippling office) are expected to work in the office at least three days a week, as this is considered an essential function of the role.