Customer Support Specialist, Time Support

About Rippling

Rippling provides a unified platform that helps companies manage HR, IT, and Finance from one place. It combines systems that are usually spread across many tools, including payroll, expenses, benefits, and devices, so businesses can automate the full employee journey in a single workflow.

For instance, using Rippling, a company can bring a new hire onboard anywhere in the world and, in about 90 seconds, set up payroll, a corporate card, a laptop or computer, employee benefits, and access to third-party apps such as Slack and Microsoft 365.

Headquartered in San Francisco, California, Rippling has secured more than $1.4 billion from leading investors such as Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock, and has been recognized by Forbes as one of America’s best startup employers.

For candidate safety, all official communication from the company will come only from email addresses ending in @Rippling.com.

About the Team

The Customer Support team is focused on delivering a smooth experience for customers using Rippling’s Finance, HR, and IT platform. The group helps users resolve technical questions and product issues quickly, while supporting customers across different time zones so assistance is available when needed.

The team brings together people with varied experience and strengths, united by a strong interest in solving problems and learning continuously. The environment is collaborative and supportive, with teammates sharing ideas to improve customer outcomes. Ongoing training and development are part of the culture so the team stays current with product changes and new functionality.

Rippling is looking for enthusiastic people who want to grow in a fast-moving environment. Candidates who learn quickly, adapt well, and want to help businesses work more efficiently are encouraged to apply.

What You Will Do

• Develop strong product knowledge so you can give accurate help to customers and support teammates when needed.
• Own customer cases end to end in a fast-paced setting.
• Reply to customer questions quickly and professionally by email, chat, or video call.
• Diagnose product or service problems by understanding the issue, identifying the root cause, selecting the right fix, explaining it clearly, and following up to confirm resolution.
• Record customer conversations, transactions, comments, and complaints in the CRM system.
• Collect feedback from customers and work with Product and Engineering teams to share insights that can improve the product and service.
• Keep up with policies, procedures, and product updates to ensure information shared with customers is correct and consistent.
• Work effectively under deadlines and shifting time pressures so customer needs are met.
• Go beyond basic support to deliver a high level of service and customer satisfaction.

What You Will Need

• A bachelor’s degree.
• Between 1 and 4 years of customer support experience in a SaaS company.
• Hands-on experience troubleshooting SaaS products with strong attention to detail.
• Good time management and prioritization skills.
• Strong written and spoken English communication skills.
• Current residence in a state in the Pacific or Mountain time zone, with availability to work a shift between 9:00 am and 6:00 pm PST.

Additional Information

Rippling is an equal opportunity employer and is committed to maintaining a diverse and inclusive workplace. The company does not discriminate on the basis of 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 status, military status, or any other legally protected characteristic.

Applicants who need support or reasonable accommodation during the hiring process because of a disability can request assistance by emailing [email protected].

The company strongly values in-office work to support collaboration and culture. For office-based employees, current policy considers working from the office at least three days per week to be an essential part of the role.

This position includes a competitive salary, benefits, and equity. US-based compensation is tied to location-based pay bands. The listed hourly ranges are Tier 2 at $23.49 per hour and Tier 3 at $22.19 per hour.