# Customer Support Specialist

**Company:** [Rippling](https://hotfix.jobs/companies/rippling)
**Location:** Remote
**Role:** Customer Support
**Salary:** $46k – $54k/yr
**Experience:** 1+ years
**Skills:** Customer Support, SaaS, Problem Solving, Troubleshooting, CRM, time management, Communication
**Posted:** 2026-07-21

> Provide expert customer support for Rippling's HR, IT, and Finance platform. Handle inquiries, troubleshoot SaaS issues, document interactions in CRM, and collaborate with Product/Engineering on feedback while delivering exceptional service.

## Job Description

## Responsibilities
- Become a product expert and maintain a high level of product knowledge to provide accurate information and assistance to customers and colleagues.
- Take charge of customer issues from start to finish in a dynamic, fast-paced environment.
- Respond promptly and professionally to customer inquiries via email, chat, or video conferencing.
- Resolve product or service issues by understanding the customer's complaint, determining the cause, selecting and explaining the best solution, and following up to ensure resolution.
- Document and track customer interactions, transactions, comments, and complaints using the company's CRM system.
- Gather customer feedback and work directly with Product and Engineering teams to share insights to help improve products and services.
- Stay up-to-date with company policies, procedures, and product updates to provide accurate and consistent information to customers.
- Work well under time constraints and meet schedules, sometimes with unexpected deadlines, to ensure clients’ needs are met.
- Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction.

## Requirements
- Associate's or Bachelor's degree.
- 1-4 years of customer support experience in a SaaS business.
- Demonstrated experience in problem-solving and troubleshooting a SaaS product with attention to detail.
- Time management skills and ability to prioritize.
- Excellent communication skills, both written and verbal (in English).
- Able to work Monday - Friday 9 AM - 5:30 PM PST.

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