Customer Support Specialist - BenAdmin
Provides specialized customer support for Rippling’s employee benefits products, resolving SaaS issues and guiding customers on benefits administration and compliance. Requires a bachelor’s degree, 1–4 years of US benefits support experience, strong communication skills, and night-shift availability.
About the job
Responsibilities
- Help customers administer group health and welfare plans, including health, life, dental, vision, leaves administration, and disability insurance.
- Ensure benefit plans comply with Section 125, COBRA, HIPAA, FMLA, and applicable city, state, and federal laws.
- Develop strong product knowledge and provide accurate guidance to customers and colleagues.
- Own customer issues from initial inquiry through resolution.
- Respond to customers through email, chat, and video conferencing.
- Troubleshoot product and service issues, explain solutions, and follow up to confirm resolution.
- Document and track customer interactions, transactions, comments, and complaints in the CRM system.
- Gather customer feedback and share product insights with Product and Engineering teams.
- Keep current with company policies, procedures, and product updates.
- Meet schedules and deadlines while working under time constraints, including night shifts.
- Deliver high-quality service and maintain customer satisfaction.
Requirements
- Bachelor's degree.
- 1–4 years of customer support experience in the US benefits domain.
- Strong written and verbal English communication skills.
- Experience troubleshooting SaaS products and solving customer problems with attention to detail.
- Strong time management and prioritization skills.
- Willingness to work night shifts: 6:30 PM IST–7:00 AM IST, with any 9-hour shift.
Nice to Have
- Knowledge of employee benefits and applicable laws.
Skills
Employee Benefits, Cobra, HIPAA, Fmla, SaaS, CRM, Troubleshooting, Problem Solving, Time Management, Customer Support
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