Customer Support Specialist - Billing

Responsibilities

• Assist customers with billing inquiries for Rippling services and third-party apps, including contracts, fees, charges, payment methods, payment failures, invoices, terms of service, refunds, credits, reseller billing, seat count inquiries, billing address updates, and PEO benefits/workers’ compensation billing and invoice reconciliation.
• Collaborate internally with Product, Finance, Legal/Compliance, and PEO teams to unblock customers, resolve complex billing issues, ensure accurate payments, understand regional and country-specific billing policies, and identify process improvements.
• Maintain a high level of product knowledge to provide accurate information and assistance.
• Take charge of customer issues from start to finish in a dynamic environment.
• Respond promptly and professionally to inquiries via email, chat, or video conferencing.
• Resolve issues by understanding complaints, determining causes, selecting solutions, and following up.
• Document and track interactions using CRM system.
• Gather customer feedback and share insights with Product and Engineering teams.
• Stay up-to-date with company policies, procedures, and product updates.
• Work under time constraints and meet schedules.
• Deliver exceptional service and ensure customer satisfaction.

Requirements

• Bachelor's degree.
• 1-4 years of customer support experience in a SaaS business.
• Experience assisting customers with complex billing inquiries across multiple entities, regions, and countries, including EOR-related billing.
• Knowledge of regional, country-specific, and compliance-related billing regulations and policies.
• Understanding of account reconciliation and billing processes in SaaS environments.
• Familiarity with invoicing, payment terms, payment methods, subscription models, and common SaaS billing terminology.
• Demonstrated 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).
• Currently reside in a Pacific or Mountain timezone state with ability to work 9am-6pm PST shift.

Compensation

• Base Pay: $22.19-$23.49 (hourly).