Customer Support Specialist - Benefits Marketplace

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.

About the team

The Customer Support team at Rippling is a dedicated group of professionals committed to ensuring that our customers have a seamless experience with our robust Finance, HR, and IT platform. Our team provides expert guidance and swift resolutions to any technical challenges or inquiries that our customers have. We pride ourselves on our customer-centric approach, offering support to businesses across various time zones and ensuring help is always available when needed.

Our team is composed of individuals with diverse backgrounds and expertise, all united by a shared passion for problem-solving and continuous learning. We foster a collaborative and supportive environment where team members are encouraged to share insights and innovate solutions to enhance customer satisfaction. Additionally, our team is driven by a commitment to personal and professional growth, with ongoing training and development opportunities to ensure we stay adept with the latest features and updates in our platform.

At Rippling, we are actively seeking enthusiastic individuals to join our Customer Support team. We value candidates who are eager to learn and passionate about growing their skills in a dynamic, fast-paced environment. We believe that fresh perspectives are crucial for continuous improvement and innovation, and we are committed to providing ample opportunities for professional development. If you are motivated, quick to adapt, and excited about contributing to a team that helps businesses operate more efficiently, we encourage you to apply and bring your unique talents to Rippling.

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

Associate's or 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

Time management skills and ability to prioritize