Note: The job is a remote job and is open to candidates in USA. Rippling is a company that provides a unified platform for HR, IT, and Finance. They are seeking a Customer Support Specialist to assist customers with billing inquiries and collaborate with internal teams to resolve complex issues while ensuring customer satisfaction.
Responsibilities
- Assist customers with billing inquiries for Rippling services and third-party apps, including contracts, fees, charges, payment methods, payment failures, invoices, terms of service, refunds, credits, reseller billing, seat count inquiries, billing address updates, and PEO benefits/workers’ compensation billing and invoice reconciliation. Provide clear guidance and support to help customers navigate billing processes
- Collaborate internally with Product, Finance, Legal/Compliance, and PEO teams to unblock customers, resolve complex billing issues, ensure accurate payments, understand regional and country-specific billing policies, and identify process improvements to enhance the overall billing support experience
- Become a product expert - Maintain a high level of product knowledge to provide accurate information and assistance to both customers and your colleagues
- Take charge of customer issues from start to finish, while working in a dynamic and fast-paced environment
- Respond promptly and professionally to customer inquiries via email, chat, or video conferencing
- 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
- Document and track customer interactions, transactions, comments, and complaints using the company's CRM system
- Gather customer feedback and work directly with Product and Engineering teams to share insights to help improve products and services
- Stay up-to-date with company policies, procedures, and product updates to provide accurate and consistent information to customers
- Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s needs are met
- Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction
Skills
- Bachelor's degree
- 1-4 years of customer support experience in a SaaS business
- Experience assisting customers with complex billing inquiries across multiple entities, regions, and countries, including EOR-related billing
- Knowledge of regional, country-specific, and compliance-related billing regulations and policies
- Understanding of account reconciliation and billing processes in SaaS environments
- Familiarity with invoicing, payment terms, payment methods, subscription models, and common SaaS billing terminology
- Demonstrated experience in problem-solving, troubleshooting a SaaS product with attention to detail
- 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
Benefits
- Competitive salary + benefits + equity
- Equity
- Benefits
- Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process.
- 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.
Company Overview