Customer Support Specialist - Billing

The Role

Rippling is a company that brings together all of the workforce systems that are typically scattered across a company, such as payroll, expenses, benefits, and computers. Our mission is to give businesses one place to manage and automate every part of the employee lifecycle.

What You Will Do

• 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.
• 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 your 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 complex billing inquiries across multiple entities, regions, and countries, including EOR-related billing
• Knowledge of regional, country-specific, and compliance-related billing regulations and policies
• Understanding of account reconciliation and billing processes in SaaS environments
• Familiarity with invoicing, payment terms, payment methods, subscription models, and common SaaS billing 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)
• Currently reside in a Pacific or Mountain timezone state with the ability to work a shift between the hours of 9am to 6pm PST

Benefits

We are committed to providing a competitive salary + benefits + equity package. The base pay range for US-based employees is $22.19 - $23.49 per hour.

Qualifications

We are an equal opportunity employer and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics. Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process.

Company Culture

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.