Customer Support Specialist, Tax

About the Team

Rippling’s Customer Support Payroll team is a dedicated group of professionals committed to ensuring that our customers have a seamless experience with our robust Finance, HR, and IT platform. The team provides expert guidance and swift resolutions to technical challenges or inquiries, supporting businesses across various time zones. We foster a collaborative and supportive environment where team members share insights, innovate solutions, and pursue continuous learning and professional growth.

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 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.

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

This role will receive a competitive hourly rate plus benefits.

Schedule

Office-based employees (those who live within a defined radius of a Rippling office) are required to work in the office at least three days a week. This role requires working a shift between the hours of 9am to 6pm PST.