Customer Support Specialist, Payroll Setup

About the role

We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements. Our Support Organization is composed of product-specific teams such as HR, Payroll, Tax, IT and Finance.

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 a product expert - Maintain a high level of product knowledge to provide accurate information and assistance to both customers and your colleagues

Take charge of customer issues from start to finish, while working 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 of the problem, 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 to help improve products and services.

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; at times with unexpected deadlines, to ensure client’s needs are met.

Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction.

What you will need

Required: Must be located in PST or MDT

Ability to work 9am-5:30pm PST

Required: Proficient in English; written and verbal communication skills

Demonstrated experience problem-solving with attention to detail

Organizational skills and experience improving processes

Flexibility with changing job duties and responsibilities

Time management skills and ability to prioritize

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.

#li-remote

This position is a non-exempt, full-time, hourly position with eligibility for overtime.

The pay range for this role is:

23.49 USD per hour (US Tier 2)

$22.19 USD per hour (US Tier 3)

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 $1.2B 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 official communication will only be sent from @Rippling.com addresses.