Customer Support Specialist, Global Payroll

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About the position

The Customer Support Payroll 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. 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 Payroll 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.

Responsibilities

  • Troubleshoot and resolve payroll-related issues and guide customers through payroll processing, tax filing, and compliance questions
  • Become the go-to product expert on our Global Payroll and HR capabilities for customers in your designated region.
  • Develop and maintain clear, accurate content, documentation, and FAQs to support both customers and internal teams.
  • Analyze customer support interactions to identify trends, pain points, and opportunities to improve the support experience.
  • Partner with regional Product Managers to provide insights on support volume, customer feedback, and critical compliance concerns.
  • Serve as a senior resource and point of escalation for Customer Support Specialists on complex, region-specific payroll issues.
  • Personally own and resolve the most challenging customer cases by leveraging your deep platform and country-specific payroll expertise.

Requirements

  • 1-4 years of customer support experience in US Payroll domain
  • Excellent analytical and problem-solving skills, with a proven ability to investigate and resolve complex payroll discrepancies
  • Bachelor's degree
  • Time management skills and ability to prioritize
  • Excellent communication skills, both written and verbal (in English)
  • Currently reside in a Pacific or Mountain timezone state with the ability to work a shift between the hours of 9am to 6pm PST
  • Comfortable working Tuesday - Saturday shift (Training will be Monday- Friday)

Nice-to-haves

  • Experience working in a payroll provider, HR software company, or a large in-house payroll function is highly preferred

Benefits

  • medical
  • dental
  • vision
  • life insurance
  • retirement benefits
  • paid time off
  • bonuses
  • commissions
  • equity
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