Customer Support Specialist - T&A and Scheduling
Provides end-to-end customer support for Rippling’s SaaS platform through email, chat, and video, troubleshooting issues and collaborating with Product and Engineering. Requires a bachelor’s degree, 1–4 years of SaaS support experience, strong communication, and night-shift flexibility.
About the job
Responsibilities
- Develop deep product knowledge to provide accurate information and assistance to customers and colleagues.
- Own customer issues from initial contact through resolution in a fast-paced environment.
- Respond to customer inquiries via email, chat, and video conferencing.
- Troubleshoot product and service issues, identify root causes, 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 insights with Product and Engineering teams.
- Stay current on company policies, procedures, and product updates.
- Manage time effectively, prioritize work, meet schedules, and handle unexpected deadlines.
- Deliver exceptional service and drive customer satisfaction.
Requirements
- Bachelor's degree.
- 1–4 years of customer support experience in a SaaS business.
- Experience troubleshooting SaaS products and solving problems with strong attention to detail.
- Strong time-management and prioritization skills.
- Excellent written and verbal communication skills in English.
- Willingness to work either a Tuesday–Saturday or Sunday–Thursday schedule, as needed.
- Willingness to work night shifts between 6:30 PM IST and 7:00 AM IST, with any 9-hour shift.
Compensation
- No compensation information provided.
Skills
SaaS, Customer Support, Troubleshooting, Problem Solving, CRM, Time Management, Prioritization, Written Communication, Verbal Communication, Product Knowledge
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