# Customer Support Specialist

**Company:** [Rippling](https://hotfix.jobs/companies/rippling)
**Location:** Remote
**Role:** Customer Support
**Salary:** $46k – $49k/yr
**Experience:** 1+ years
**Skills:** Customer Support, SaaS, Payroll, benefits, invoicing, account reconciliation, CRM, Problem Solving, time management, english communication
**Posted:** 2026-07-29

> Provide billing and payroll support to Rippling customers, resolving inquiries on invoices, payments, refunds, and compliance across regions. Requires 1-4 years SaaS customer support experience, bachelor's degree, and availability for 9am-6pm PST 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 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).

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