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Global Sr. Customer Support Specialist (US)
Customer Support
Remote
Hourly, full-time
About Rippling
Rippling is the first way for businesses to manage all of their HR & IT—payroll, benefits, computers, apps, and more—in one unified workforce platform.
By connecting every business system to one source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take onboarding, for example. With Rippling, you can just click a button and set up a new employees’ payroll, health insurance, work computer, and third-party apps—like Slack, Zoom, and Office 365—all within 90 seconds.
Based in San Francisco, CA, Rippling has raised $1.2B from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Bedrock, and Greenoaks—and was named one of America’s best startup employers by Forbes (#12 out of 500).
About the role
We are building a world-class Support team – committed to helping customers realize the full potential of Rippling. Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements.
If you are the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment – you have what it takes!
What you will do
- Take charge of customer issues from start to finish – while working in a dynamic and fast-paced environment.
- Leverage chat, email functionality, and video conferencing to help our customers optimize Rippling to administer payroll processing, taxation & filing, banking & payment inquiries, and group health & welfare plans
- Review and resolve issues by utilizing plan documents and general insurance knowledge
- Communicates with vendors and clients in regards to policies, benefit eligibility, claims, and employee rights and responsibilities
- De-escalate and resolve issues by leveraging platform and industry expertise
- Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s payroll needs are met
- Build mental muscle and become a product expert – you’ll be a go-to resource for both customers and coworkers.
- Interact directly with Product and Engineering teams to identify areas where we can better serve our customer base through automation or added features.
What you will need
- Bachelor’s degree or equivalent work experience
- Ability to work shift between 8AM-6PM PST
- 3+ years of work experience in a customer/client-facing role
- Experience working in payroll or benefits
- Written and verbal communication skills
- Demonstrated experience problem-solving with attention to detail
- Organizational skills and experience improving processes
- Flexibility with changing job duties and responsibilities
- Time management skills and ability to prioritize
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 40 mile 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.
Information (IE Pay Transparency)
We are not hiring any applicants in the following Tier 1 locations: New York City, NY, or San Francisco, CA.
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.
- Tier 2: $25.90 – $34.20/hour
- Tier 3: $24.40 – $32.30/hour
A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed above.