Customer Support Specialist, Payroll Integrations

About the role

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Responsibilities

• 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.
• Troubleshoot accounting integration failures including GL sync errors, journal entry issues, and API connectivity problems.
• 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, 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.
• 2+ years of technical customer support experience in a SaaS business.
• Hands-on experience with APIs, integrations, or payroll processes.
• Basic understanding of accounting concepts such as journal entries, chart of accounts, and GL mapping.
• Experience diagnosing integration failures including sync errors and data mapping issues.
• Demonstrated problem-solving and troubleshooting skills with strong attention to detail.
• Time management skills and ability to prioritize across high-volume, multi-channel support.
• Excellent written and verbal communication skills in English.

Nice to have

• Hands-on experience with QuickBooks Online, NetSuite, Sage Intacct, or Xero.
• Familiarity with payroll operations — pay runs, earnings codes, deduction types, and how payroll data flows into accounting systems.
• Experience with REST APIs, webhooks, or OAuth authentication.
• Background in payroll processing or bookkeeping.
• Familiarity with HRIS platforms.

What You Will Need

• Bachelor's degree.
• 2+ years of technical customer support experience in a SaaS business.
• Hands-on experience with APIs, integrations, or payroll processes.
• Basic understanding of accounting concepts such as journal entries, chart of accounts, and GL mapping.
• Experience diagnosing integration failures including sync errors and data mapping issues.
• Demonstrated problem-solving and troubleshooting skills with strong attention to detail.
• Time management skills and ability to prioritize across high-volume, multi-channel support.
• Excellent written and verbal communication skills in English.

Additional Information

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.

The final compensation offered to a successful candidate will depend on several factors, including but not limited to, location, experience, education, training, and business need. This position may also be eligible for bonuses, commissions, and/or equity, subject to applicable plan documents and company policy.

Successful candidates hired for this role may also be eligible to participate in the company's benefits programs, which may include, medical, dental, vision, life insurance, retirement benefits, and/or paid time off, as determined by company policy.

Tier 2: $23.49 per hour
Tier 3: $22.19 per hour