# Customer Support Specialist - Billing

**Company:** [Rippling](https://hotfix.jobs/companies/rippling)
**Location:** Bengaluru, India
**Role:** Customer Support
**Experience:** 1+ years
**Skills:** SaaS, Billing, Account Reconciliation, Invoicing, Payment Methods, Subscription Models, CRM, Troubleshooting, Product Knowledge, English Communication
**Posted:** 2026-05-21

> 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.

## 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 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.

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