Customer Support Specialist - Account Ops

About the Team

Rippling’s Customer Support team is a dedicated group of professionals committed to ensuring that our 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, supporting businesses across various time zones. We foster a collaborative and supportive environment where team members share insights, innovate solutions, and pursue continuous learning. The team values diverse backgrounds, problem-solving, and professional growth through ongoing training and development opportunities.

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.
• 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 and 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, 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, and equity.

Pay

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

• $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.