Customer Support Specialist, Time Off Support

About the Company

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 including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock, and was named one of America's best startup employers by Forbes.

About the Team

The Customer Support team at Rippling is a dedicated group of professionals committed to ensuring that 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 and innovate solutions to enhance customer satisfaction. The team values personal and professional growth, offering ongoing training and development opportunities.

Responsibilities

• Become a product expert and maintain a high level of product knowledge to provide accurate information and assistance to customers and colleagues.
• Take charge of customer issues from start to finish 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 for product improvement.
• 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, even with 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.
• 1-4 years of customer support experience in a SaaS business.
• 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

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

Final compensation may depend on factors including 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 may also participate in the company's benefits programs, including medical, dental, vision, life insurance, retirement benefits, and paid time off.