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. We enable businesses to manage and automate every part of the employee lifecycle in a single system.

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. 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 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 an equal opportunity employer and committed to building a diverse and inclusive workforce. Rippling is also committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process.

This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.

Pay & Schedule

• Base Pay : $22.19-$23.49

Location

• Remote (Washington, US)
• Remote (Idaho, US)
• Remote (Oregon, US)
• Remote (California, US)
• Remote (Wyoming, US)
• Remote (Montana, US)
• Remote (Nevada, US)
• Remote (Colorado, US)
• Remote (New Mexico, US)
• Remote (Arizona, US)