Customer Support Specialist - Billing
Handles complex SaaS billing inquiries, payment issues, reconciliations, and customer escalations while collaborating with internal teams. Requires a bachelor's degree, 1–4 years of SaaS support experience, strong billing knowledge, and willingness to work night shifts.
About the job
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 counts, billing address updates, and PEO benefits/workers’ compensation billing and invoice reconciliation.
- Provide clear guidance and support through email, chat, and video conferencing.
- Collaborate with Product, Finance, Legal/Compliance, and PEO teams to resolve complex billing issues, ensure accurate payments, understand regional and country-specific billing policies, and identify process improvements.
- Maintain expert product knowledge for customers and colleagues.
- Own customer issues from start to finish and follow 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.
- Stay current on company policies, procedures, and product updates.
- Meet schedules and deadlines, including during unexpected or time-sensitive situations.
- Deliver exceptional customer service and work to 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 SaaS billing processes.
- Familiarity with invoicing, payment terms, payment methods, subscription models, and common SaaS billing terminology.
- Experience troubleshooting SaaS products with strong attention to detail.
- Strong time-management and prioritization skills.
- Excellent written and verbal English communication skills.
- Willingness to work night shifts: 6:30 PM IST–7:00 AM IST, with any 9-hour shift.
Compensation and Benefits
- Rippling values in-office collaboration; office-based employees are currently expected to work in the office at least three days per week.
Skills
SaaS, Billing, Account Reconciliation, Invoicing, Payment Methods, Subscription Models, CRM, Troubleshooting, Product Knowledge, English Communication
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