Customer Support Specialist, Payroll Setup

Responsibilities

• Become a product expert in Rippling's Payroll product, maintaining high product knowledge to assist customers and colleagues.
• Take ownership of customer issues from start to finish in a fast-paced environment.
• Respond promptly to customer inquiries via email, chat, or video conferencing.
• Resolve product or service issues by understanding complaints, identifying causes, selecting and explaining solutions, and following up for resolution.
• Document and track customer interactions, transactions, comments, and complaints in the CRM system.
• Gather customer feedback and collaborate with Product and Engineering teams to share insights for product improvements.
• Stay updated on company policies, procedures, and product updates.
• Work under time constraints, meet schedules, and handle unexpected deadlines.
• Deliver exceptional customer service and ensure satisfaction by going the extra mile.

Requirements

• Must be located in PST or MDT time zones.
• Ability to work 9am-5:30pm PST.
• Proficient in English with strong written and verbal communication skills.
• Demonstrated experience in problem-solving with high attention to detail.
• Strong organizational skills and experience improving processes.
• Flexibility to adapt to changing job duties and responsibilities.
• Excellent time management skills and ability to prioritize tasks.

Compensation

This is a non-exempt, full-time, hourly position with eligibility for overtime.

• $23.49 USD per hour (US Tier 2)
• $22.19 USD per hour (US Tier 3)