Customer Support Specialist, Time & Attendance / Scheduling
Provides end-to-end customer support for Rippling’s time, attendance, and scheduling products through email, chat, and video. The role requires SaaS troubleshooting experience, strong communication and prioritization skills, a bachelor’s degree, and residence in a Pacific or Mountain timezone state.
About the job
Responsibilities
- Maintain expert product knowledge to support customers and colleagues.
- Own customer issues from start to finish in a fast-paced environment.
- Respond to customer inquiries via email, chat, and video conferencing.
- Investigate and resolve product or 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 insights with Product and Engineering teams.
- Stay current on company policies, procedures, and product updates.
- Manage schedules and priorities under time constraints and 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 troubleshooting SaaS products and solving problems with attention to detail.
- Strong time-management and prioritization skills.
- Excellent written and verbal communication skills in English.
- Residence in a Pacific or Mountain timezone state and availability to work between 9:00 a.m. and 6:00 p.m. PST.
Compensation and Benefits
- Competitive salary, benefits, and bonuses.
- ATS salary range: $45,760–$47,840.
Skills
SaaS, Customer Support, Troubleshooting, Problem Solving, CRM, Time Management, Prioritization, Written Communication, Verbal Communication, Product Knowledge
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