Customer Support Specialist - Flex
Provides end-to-end support for customers using Rippling’s SaaS platform through email, chat, and video, resolving issues and sharing product feedback. The role requires a bachelor’s degree, 1–4 years of SaaS support experience, strong communication and troubleshooting skills, and availability for night shifts.
About the job
Responsibilities
- Maintain expert product knowledge to provide accurate information and assistance to customers and colleagues.
- Own customer issues from start to finish in a dynamic, fast-paced environment.
- Respond promptly and professionally to customer inquiries through email, chat, and video conferencing.
- Resolve product or service issues by understanding customer complaints, determining root causes, selecting and explaining solutions, and following up to confirm resolution.
- Document and track customer interactions, transactions, comments, and complaints in the CRM system.
- Gather customer feedback and share insights with Product and Engineering teams to improve products and services.
- Stay current on company policies, procedures, and product updates.
- Work effectively under time constraints, meet schedules, and manage unexpected deadlines.
- Deliver exceptional service and ensure customer satisfaction.
Requirements
- Bachelor's degree.
- 1–4 years of customer support experience in a SaaS business.
- Experience troubleshooting SaaS products and solving problems with attention to detail.
- Strong time-management and prioritization skills.
- Excellent written and verbal communication skills in English.
- Willingness and ability to work night shifts: 6:30 PM–7:00 AM IST, with any 9-hour shift.
Benefits
- Ongoing training and development opportunities.
- Collaborative work environment with opportunities for professional growth.
Skills
SaaS, Customer Support, Troubleshooting, Problem Solving, CRM, Time Management, Prioritization, Written Communication, Verbal Communication, Product Knowledge
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