Customer Support Specialist- Tax

We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. As a member of our quickly growing Tax Support team, you will be responsible for new hire training and directly supporting new hires as they enter the workload. This is an exciting role where you will have a direct impact on our day-to-day operations, customer experience and product development! If you are the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment - you have what it takes!

What you will do

Become the Subject Matter Expert for our product suite

Create and maintain training content and documentation to ensure agents have access to the latest product and procedural knowledge.

Deliver training sessions (both virtual and in-person) on complex topics, new feature rollouts, and best practices.

Provide dedicated support and mentorship to new hires to accelerate their onboarding and ensure they are quickly set up for success.

Support Rippling agents to resolve issues related to our products.

Take charge of customer issues from start to finish - while working in a dynamic and fast-paced environment.

Leverage chat, email, and video conferencing to help our customers optimize Rippling’s Spend Product

De-escalate and resolve issues by leveraging platform and industry expertise.

Responsible for documenting product functionality and state-specific nuances and training our Global Support Team members.

Become a product expert - you'll be a go-to resource for both customers and coworkers.

Identify areas of improvement and work directly with Product and Engineering teams to share areas where we can better serve our customer base through automation or added features.

Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s needs are met

Interact with cross-functional teams to identify areas where we can better serve our customer base through automation, added features, and/or process improvements

What you will need

Proficient in English; written and verbal communication skills

Demonstrated experience in problem-solving with attention to detail and deep product expertise.

Organizational skills and experience in improving processes

Flexibility with changing job duties and responsibilities

Time management skills and the ability to prioritize

Deep expertise in leveraging technology, including LMS platforms, e-learning development, and virtual classrooms, to effectively train a dispersed workforce.

Track record of creating and optimizing training curricula that drive learner success.

Bachelor's degree

1-4 years of customer support experience in a SaaS business

Experience (and open to) working night shifts (6:30 PM IST - 7:00 AM IST (any 9-hour shift))

Additional Information

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.

This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.

#LI-Hybrid

About Rippling

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.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.