# Customer Support Specialist - Billing

**Company:** [Rippling](https://hotfix.jobs/companies/rippling)
**Location:** Remote
**Role:** Customer Support
**Salary:** $46k – $49k/yr
**Experience:** 1+ years
**Skills:** SaaS, Billing, CRM, Invoicing, Payment Processing, Account Reconciliation, Subscription Models, Troubleshooting, Customer Support, Product Knowledge
**Posted:** 2026-05-04

> Handles billing inquiries and resolves complex payment issues for SaaS customers, collaborating with internal teams. Requires 1-4 years SaaS support experience, billing knowledge, bachelor's degree, and residence in Pacific/Mountain timezone.

## Job Description

## 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).

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