Customer Support Specialist, Business Unit

The Business Unit

Rippling's Business Unit is dedicated to ensuring seamless experiences with the Scheduling and Attendance product. The team provides expert guidance and swift resolutions to technical challenges and inquiries.

About the Role

We are seeking enthusiastic individuals to join our Customer Support team. Candidates should be eager to learn and passionate about growing their skills in a dynamic, fast-paced environment.

Responsibilities

• Become a product expert - Develop and maintain a deep understanding of scheduling and time attendance products, supporting shift-based workplaces.
• Take charge of customer issues from start to finish, while working in a dynamic and fast-paced environment.
• Provide personalized and professional support by responding promptly to external customers via chat, email, and video conferencing to resolve basic to complex inquiries.
• Resolve product or service issues by understanding the customer's issue, determining the cause of the problem, selecting and explaining the best solution, and following up to ensure resolution.
• Proactively communicate and collaborate via Slack and other company channels, with our distributed team to provide consistent and reliable support.
• Respond to customer reviews on various App Review platforms.
• Successfully utilize resources available to assist customers, including Confluence, Jira, Salesforce, HubSpot, Slack, Help Center, etc, and properly document details from interactions.
• Assist internal customers and peers with product and process questions via Slack.
• Troubleshoot and report new or possible product defects in collaboration with Senior Support Specialists.
• Stay up-to-date with company policies, procedures, and product updates to provide accurate and consistent information to customers.
• Exercise sound judgement in ambiguous situations with limited information.
• Bring energy, optimism, and professionalism to internal and external customer interactions.
• 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
• Demonstrated experience in problem-solving, troubleshooting a SaaS product, with attention to detail.
• Curiosity, resourcefulness, and dependability - getting joy from going above and beyond to make customers successful.
• Time management skills and ability to prioritize
• Excellent communication skills, both written and verbal (in English)

Qualifications

• Currently reside in or near Minneapolis with the ability to work in the office 3 days a week with shifts between the hours of 7 am-7 pm CST
• Able to reliably work scheduled shifts including some weekends and holidays.

Benefits

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce 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. To request a reasonable accommodation, please email accomodations@rippling.com.

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.

#LI-Hybrid

Base Pay:

• $22.19-$23.49