Customer Support Specialist - Account Ops

About the Company

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all workforce systems—such as payroll, expenses, benefits, and computers—that are normally scattered across a company. For the first time, you can manage and automate every part of the employee lifecycle in a single system. For example, with Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.2B from top investors, including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock, 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 customers have a seamless experience with our robust Finance, HR, and IT platform. The team provides expert guidance and swift resolutions to technical challenges or inquiries, offering support across various time zones to ensure help is always available.

Composed of individuals with diverse backgrounds and expertise, the team is united by a shared passion for problem-solving and continuous learning. We foster a collaborative and supportive environment where team members share insights and innovate solutions to enhance customer satisfaction. The team is also driven by a commitment to personal and professional growth, with ongoing training and development opportunities to stay adept with the latest platform features and updates.

At Rippling, we value candidates who are eager to learn and passionate about growing their skills in a dynamic, fast-paced environment. Fresh perspectives are crucial for continuous improvement and innovation, and we provide ample opportunities for professional development.

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 customers and colleagues.
• Take charge of customer issues from start to finish 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 that 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, even with 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, with experience in the following areas:
  • 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, and equity.

Pay

The salary for US-based employees will be aligned with one of the following ranges based on location (see which tier applies to your location here):

• Base Pay: $22.19–$23.49 per hour.

Schedule

This role requires working a shift between the hours of 9am to 6pm PST.