Customer Support Specialist, Contractor Hub

Responsibilities

• Become a subject matter expert on Rippling's Contractor Hub platform, including contractor onboarding, global contractor payments, payroll schedules, payment methods, tax documentation, compliance workflows, and payment statuses.
• Own customer issues from initial contact through resolution, driving cases to completion while providing proactive updates and clear expectations.
• Support customers across multiple channels including email, chat, and video conferencing while maintaining high standards for responsiveness, professionalism, and customer empathy.
• Investigate complex payment issues by analyzing payment timelines, banking workflows, FX processing, payroll schedules, payment statuses, funding flows, and contractor lifecycle events.
• Troubleshoot contractor onboarding issues including identity verification, tax forms, bank account setup, contractor invitations, and account activation.
• Partner closely with Engineering, Product, Risk, Compliance, Payments Operations, and Banking Operations to escalate issues, drive investigations, and advocate for timely customer resolutions.
• Clearly explain product behavior, platform limitations, and payment workflows to customers, translating technical concepts into simple, actionable guidance.
• Identify recurring customer pain points and contribute to improvements in internal documentation, troubleshooting guides, support workflows, and customer-facing help content.
• Document investigations thoroughly using internal systems to ensure accurate case history and smooth cross-functional collaboration.
• Maintain strong case hygiene by prioritizing workloads effectively, meeting SLAs, and balancing speed with quality.
• Contribute to team knowledge sharing by mentoring peers, surfacing product insights, and helping improve operational excellence across the support organization.
• Deliver a world-class customer experience by demonstrating ownership, accountability, and a customer-first mindset in every interaction.

Requirements

• Bachelor's degree or equivalent practical experience.
• 2–5 years of experience supporting SaaS products in a customer-facing technical support role.
• Experience troubleshooting complex software or financial technology products with strong analytical and problem-solving skills.
• Demonstrated ability to investigate issues across multiple systems rather than relying solely on documented troubleshooting steps.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Strong attention to detail with the ability to identify root causes, recognize patterns, and make sound decisions with incomplete information.
• Proven ability to manage multiple priorities simultaneously while maintaining high quality and meeting SLAs in a fast-paced environment.
• Comfortable collaborating across Product, Engineering, Operations, and other cross-functional teams to resolve customer issues.
• Strong customer empathy and a sense of ownership, with a track record of following through until problems are fully resolved.
• Experience working with CRM and support platforms such as Zendesk, Salesforce, or similar case management systems.
• Ability to learn complex products quickly and adapt to rapidly changing processes and product capabilities.
• Ability to work primarily Monday - Friday aligned with US business hours. This role is part of a global support organization and requires participation in a rotational 24/7 coverage model to support customers across multiple regions and time zones.

Nice-to-Haves

• Experience supporting payroll, global payments, contractor management, fintech, HRIS, or workforce management products.
• Familiarity with payment rails such as ACH, Wire, SWIFT, SEPA, or international payment processing.
• Experience supporting products involving banking integrations, compliance, KYC, tax documentation, or global workforce management.
• Experience working in a high-growth SaaS or fintech environment where ambiguity and rapid product evolution are common.