Customer Support Specialist, Payroll Setup

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. Based in San Francisco, CA, Rippling has raised $1.2B from top investors and was named one of America's best startup employers by Forbes.

About the role

We are building a world-class Support team committed to helping customers realize the full potential of Rippling. Team members focus on getting customers back on course when challenges arise and contribute to internal discussions around product enhancements. Our Support Organization is composed of product-specific teams such as HR, Payroll, Tax, IT, and Finance.

Responsibilities

• Become a product expert—maintain a high level of product knowledge to provide accurate information and assistance to both customers and colleagues.
• Take charge of customer issues from start to finish, 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, 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 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, sometimes with unexpected deadlines, to ensure clients’ needs are met.
• Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction.

Requirements

• Must be located in PST or MDT.
• Ability to work 9am–5:30pm PST.
• Proficient in English; written and verbal communication skills.
• Demonstrated experience problem-solving with attention to detail.
• Organizational skills and experience improving processes.
• Flexibility with changing job duties and responsibilities.
• Time management skills and ability to prioritize.

Pay

The pay range for this role is:

• $23.49 USD per hour (US Tier 2)
• $22.19 USD per hour (US Tier 3)

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.

Benefits

Successful candidates hired for this role may be eligible to participate in the company’s benefits programs, which may include:

• Medical, dental, and vision insurance
• Life insurance
• Retirement benefits
• Paid time off

Schedule

This is a non-exempt, full-time, hourly position with eligibility for overtime. For office-based employees (those who live within a defined radius of a Rippling office), Rippling considers working in the office at least three days a week to be an essential function of the role.