Customer Support Specialist, Tax
Resonance CX Partners identifies and validates opportunities from customer-focused organizations to help experienced professionals find roles that align with their values.
About Rippling
Rippling gives businesses one place to run HR, IT, and Finance. It brings together all workforce systems—payroll, expenses, benefits, and computers—into a single platform. For the first time, you can manage and automate every part of the employee lifecycle in one system. For example, with Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and third-party apps like Slack and Microsoft 365—all within 90 seconds.
Based in San Francisco, CA, Rippling has raised over $1.4B from top investors, including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock. The company was named one of America's best startup employers by Forbes.
About The Team
The Customer Support Payroll team at Rippling is a dedicated group of professionals committed to ensuring customers have a seamless experience with Rippling’s Finance, HR, and IT platform. The team provides expert guidance and swift resolutions to technical challenges or inquiries, supporting businesses across various time zones.
The team is composed of individuals with diverse backgrounds and expertise, united by a shared passion for problem-solving and continuous learning. They foster a collaborative and supportive environment where team members share insights and innovate solutions to enhance customer satisfaction. The team is also committed to personal and professional growth, with ongoing training and development opportunities to stay current with platform updates.
Rippling values candidates who are eager to learn and passionate about growing their skills in a dynamic, fast-paced environment. Fresh perspectives are crucial for continuous improvement and innovation, and the company provides ample opportunities for professional development.
Responsibilities
- Troubleshoot and resolve payroll tax-related issues and guide customers through payroll processing, tax filing, and compliance questions.
- Become the go-to product expert on Rippling’s US Payroll and Tax capabilities for customers.
- Develop and maintain clear, accurate content, documentation, and FAQs to support both customers and internal teams.
- Analyze customer support interactions to identify trends, pain points, and opportunities to improve the support experience.
- Partner with Product Managers to provide insights on support volume, customer feedback, and critical compliance concerns.
- Serve as a senior resource and point of escalation for Customer Support Specialists on complex, region-specific payroll issues.
- Personally own and resolve the most challenging customer cases by leveraging deep platform and country-specific payroll expertise.
Requirements
- 1-4 years of customer support experience in the US Payroll domain.
- Excellent analytical and problem-solving skills, with a proven ability to investigate and resolve complex payroll discrepancies.
- Experience working in a payroll provider, HR software company, or a large in-house payroll function is highly preferred.
- Bachelor’s degree.
- Demonstrated experience in problem-solving and troubleshooting a SaaS product with attention to detail.
- Strong 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.
Additional Information
Rippling is an equal opportunity employer. The company is committed to building a diverse and inclusive workforce and does 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 provides reasonable accommodations for qualified individuals with disabilities.