Customer Support Specialist, Spend

Responsibilities

• Become a product expert on Rippling’s Spend Management and Finance modules. Maintain a high level of product knowledge to provide accurate information and assistance to both customers and your colleagues.
• Support customers with spend workflows including expense submissions, reimbursements, vendor payments, and invoice management.
• Troubleshoot integration and data-sync issues with QuickBooks Online, NetSuite, and Xero.
• Identify and escalate bugs or edge cases to Product and Engineering, providing detailed context for improvement.
• Partner cross-functionally with Finance Ops, Payments, and Accounting teams to streamline issue resolution.
• Consistently deliver high-quality, empathetic support experiences and contribute to customer satisfaction metrics.
• 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.

Requirements

• Bachelor's degree
• 1-4 years of customer support experience in expense and spend management domain
• Hands-on experience or familiarity with QuickBooks Online (QBO), NetSuite, Concur and Expense management softwares
• Understanding of US banking processes, credit card systems, and expense management workflows
• Prior experience supporting finance, accounting, or expense management software
• Demonstrated experience in problem-solving, troubleshooting a SaaS product with attention to detail
• Time management skills and ability to prioritize
• Excellent communication skills, both written and verbal (in English)

Compensation

• Base Pay: $22.19-$23.49 (hourly; location-tiered)