Customer Support Specialist

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 count inquiries, billing address updates, and PEO benefits/workers’ compensation billing and invoice reconciliation.
• Provide clear guidance and support to help customers navigate billing processes.
• Collaborate internally with Product, Finance, Legal/Compliance, and PEO teams to unblock customers, resolve complex billing issues, ensure accurate payments, understand regional and country-specific billing policies, and identify process improvements.
• Become a product expert and maintain a high level of product knowledge.
• 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 complaint, determining the cause, selecting and explaining the best solution, and following up.
• Document and track customer interactions, transactions, comments, and complaints using the CRM system.
• Gather customer feedback and work with Product and Engineering teams to share insights for product improvements.
• Stay up-to-date with company policies, procedures, and product updates.
• Work well under time constraints and meet schedules, sometimes with unexpected deadlines.
• Deliver exceptional service and ensure customer satisfaction.

Requirements

• Bachelor's degree.
• 1-4 years of customer support experience in a SaaS business.
• Experience assisting customers with payroll or benefits inquiries across multiple entities, regions, and countries.
• Knowledge of regional, country-specific, and compliance-related payroll or benefits regulations and policies.
• Understanding of account reconciliation and payroll processes in SaaS environments.
• Familiarity with invoicing, payment terms, payment methods, subscription models, and common SaaS payroll terminology.
• 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).
• Ability to work a shift between 9am to 6pm PST.

Compensation

• Base Pay: $22.19-$23.49 per hour (aligned to location tier).