Customer Support Specialist - Account Ops

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 any technical challenges or inquiries that our customers have. We pride ourselves on our customer-centric approach, offering support to businesses across various time zones and ensuring help is always available when needed.

Our team is composed of individuals with diverse backgrounds and expertise, all united by a shared passion for problem-solving and continuous learning. We foster a collaborative and supportive environment where team members are encouraged to share insights and innovate solutions to enhance customer satisfaction. We value candidates who are eager to learn and passionate about growing their skills in a dynamic, fast-paced environment.

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 to enhance the overall billing support experience.
• Become a product expert - maintain a high level of product knowledge to provide accurate information and assistance to both customers and colleagues.
• Take charge of customer issues from start to finish, while working in a dynamic and 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 of the problem, 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 to help improve products and services.
• Stay up-to-date with company policies, procedures, and product updates to provide accurate and consistent information to customers.
• Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s 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, troubleshooting a SaaS product with attention to detail.
• 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

• Competitive salary + benefits + equity.
• For office-based employees (those within a defined radius of a Rippling office), working in the office at least three days a week is considered an essential function of the role.

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.