Customer Support Specialist, Business Unit

About the team

The Business Unit at Rippling is a dedicated group of professionals committed to ensuring that our customers have a seamless experience with our Scheduling and Attendance product. Our team provides expert guidance and swift resolutions to any technical challenges or inquiries that our customers have. We pride ourselves on our customer-centric approach, offering support to businesses across various time zones and ensuring help is always available when needed.

Our team is composed of individuals with diverse backgrounds and expertise, all united by a shared passion for problem-solving and continuous learning. We foster a collaborative and supportive environment where team members are encouraged to share insights and innovate solutions to enhance customer satisfaction. Additionally, our team is driven by a commitment to personal and professional growth, with ongoing training and development opportunities to ensure we stay adept with the latest features and updates in our platform.

At Rippling, we are actively seeking enthusiastic individuals to join our Customer Support team. We value candidates who are eager to learn and passionate about growing their skills in a dynamic, fast-paced environment. We believe that fresh perspectives are crucial for continuous improvement and innovation, and we are committed to providing ample opportunities for professional development. If you are motivated, quick to adapt, and excited about contributing to a team that helps businesses operate more efficiently, we encourage you to apply and bring your unique talents to Rippling. 

What you will do

• Become a product expert - Develop and maintain a deep understanding of scheduling and time attendance products, supporting shift-based workplaces. Provide accurate information and assistance to both customers and colleagues 
• Take charge of customer issues from start to finish, while working in a dynamic and fast-paced environment
• Provide personalized and professional support by responding promptly to external customers via chat, email, and video conferencing to resolve basic to complex inquiries.
• Resolve product or service issues by understanding the customer's issue, determining the cause of the problem, selecting and explaining the best solution, and following up to ensure resolution.
• Proactively communicate and collaborate via Slack and other company channels, with our distributed team to provide consistent and reliable support.
• Respond to customer reviews on various App Review platforms.
• Successfully utilize resources available to assist customers, including Confluence, Jira, Salesforce, HubSpot, Slack, Help Center, etc, and properly document details from interactions. 
• Assist internal customers and peers with product and process questions via Slack.
• Troubleshoot and report new or possible product defects in collaboration with Senior Support Specialists.
• Stay up-to-date with company policies, procedures, and product updates to provide accurate and consistent information to customers
• Exercise sound judgement in ambiguous situations with limited information.
• Bring energy, optimism, and professionalism to internal and external customer interactions.
• Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction.

What you will have

• Bachelor's degree
• 1-4 years of customer support experience in a SaaS business
• Demonstrated experience in problem-solving, troubleshooting a SaaS product, with attention to detail. 
• Curiosity, resourcefulness, and dependability - getting joy from going above and beyond to make customers successful. 
• Time management skills and ability to prioritize
• Excellent communication skills, both written and verbal (in English)
• The ability to work remotely between the hours of 7:00AM-7:00 PM CST
• Able to reliably work scheduled shifts including some weekends and holidays. 

Additional Information

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [email protected].

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture.  For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.

This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here. 

Base Pay:

$22.19-$23.49