Customer Support Specialist, Tax
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 $1.4B+ from top investors and 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 that our customers have a seamless experience with our robust Finance, HR, and IT platform. Our team provides expert guidance and swift resolutions to any technical challenges or inquiries that our customers have. We pride ourselves on our customer-centric approach, offering support to businesses across various time zones and ensuring help is always available when needed.
Our team is composed of individuals with diverse backgrounds and expertise, all united by a shared passion for problem-solving and continuous learning. We foster a collaborative and supportive environment where team members are encouraged to share insights and innovate solutions to enhance customer satisfaction. We are driven by a commitment to personal and professional growth, with ongoing training and development opportunities.
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 our 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 your deep platform and country-specific payroll expertise
Requirements
- 1-4 years of customer support experience in 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, 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
Pay
The pay for US-based employees will be aligned with one of the ranges below based on location:
- Tier 2: $23.49 per hour
- Tier 3: $22.19 per hour
See which tier applies to your location here.