Customer Support Specialist, Time Off Support at Rippling
United States
<meta><h2 style="font-family:"Basel Grotesk",Arial,sans-serif;line-height:1.6;font-size:29pt;font-weight:600;letter-spacing:0.5px;margin-top:18px;margin-bottom:4px;text-align:justify;padding-left:0px;"><b><strong style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">About the team</strong></b></h2><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:justify;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">The Customer Support team at Rippling is a dedicated group of professionals committed to ensuring that our customers have a seamless experience with our robust Finance, HR, and IT platform. 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.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:justify;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">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.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:justify;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">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. </span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:justify;"><b><strong style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">What you will do</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;"><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Become a product expert - Maintain a high level of product knowledge to provide accurate information and assistance to both customers and your colleagues</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Take charge of customer issues from start to finish, while working in a dynamic and fast-paced environment</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Respond promptly and professionally to customer inquiries via email, chat, or video conferencing</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Resolve product or service issues by understanding the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, and following up to ensure resolution.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Document and track customer interactions, transactions, comments, and complaints using the company's CRM system</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Gather customer feedback and work directly with Product and Engineering teams to share insights to help improve products and services.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Stay up-to-date with company policies, procedures, and product updates to provide accurate and consistent information to customers</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s needs are met.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction.</span></li></ul><h2 style="font-family:"Basel Grotesk",Arial,sans-serif;line-height:1.6;font-size:29pt;font-weight:600;letter-spacing:0.5px;margin-top:18px;margin-bottom:4px;text-align:justify;padding-left:0px;"><b><strong style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">What you will need</strong></b></h2><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;"><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Bachelor's degree</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">1-4 years of customer support experience in a SaaS business</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Demonstrated experience in problem-solving, troubleshooting a SaaS product with attention to detail. </span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Time management skills and ability to prioritize</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Excellent communication skills, both written and verbal (in English)</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Currently reside in a Pacific or Mountain timezone state with the ability to work a shift between the hours of 9am to 6pm PST</span></li></ul><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:justify;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:justify;"><b><strong style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Additional Information</strong></b></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:justify;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">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 </span><a href="mailto:accomodations@rippling.com" target="_blank" class="css-173makr-linkStyle" style="color:rgb(30,74,169);cursor:pointer;"><u><span style="color:rgb(17,85,204);font-size:11pt;text-decoration:underline;white-space:pre-wrap;">accomodations@rippling.com</span></u></a><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:justify;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">The final compensation offered to a successful candidate will depend on several factors, including but not limited to, location, experience, education, training, and business need. This position may also be eligible for bonuses, commissions, and/or equity, subject to applicable plan documents and company policy. Successful candidates hired for this role may also be eligible to participate in the company's benefits programs, which may include, medical, dental, vision, life insurance, retirement benefits, and/or paid time off, as determined by company policy.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><span style="white-space:pre-wrap;">Tier 2: $23.49 per hour</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><span style="white-space:pre-wrap;">Tier 3: $22.19 per hour</span></p>
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