# Customer Support Specialist, Time Off Support

**Company:** [Rippling](https://hotfix.jobs/companies/rippling)
**Location:** Remote
**Role:** Customer Support
**Salary:** $46k – $49k/yr
**Experience:** 1+ years
**Skills:** SaaS, Customer Support, Troubleshooting, CRM, product knowledge, Problem Solving, time management, prioritization, written communication, verbal communication
**Posted:** 2026-08-12

> Provides end-to-end customer support for Rippling’s time-off product through email, chat, and video, resolving SaaS issues and sharing customer insights with internal teams. Requires a bachelor’s degree, 1–4 years of SaaS support experience, and residence in a Pacific or Mountain timezone state.

## Job Description

## Responsibilities
- Maintain expert knowledge of the product 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 via email, chat, and video conferencing.
- Resolve product or service issues by understanding customer complaints, identifying causes, selecting and explaining solutions, and following up to ensure 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.
- Manage time effectively, prioritize work, and meet schedules and 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 problem-solving and troubleshooting SaaS products with attention to detail.
- Strong time-management and prioritization skills.
- Excellent written and verbal communication skills in English.
- Reside in a Pacific or Mountain timezone state and be able to work a shift between 9:00 a.m. and 6:00 p.m. PST.

## Compensation and Benefits
- Tier 2: **$23.49 per hour**.
- Tier 3: **$22.19 per hour**.
- The role may be eligible for bonuses, commissions, and/or equity.
- Benefits may include medical, dental, vision, life insurance, retirement benefits, and paid time off, subject to company policy.

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