Job Description
Rippling is a company that provides a unified platform for HR, IT, and Finance management. They are seeking a Customer Support Specialist for their Global Payroll team to troubleshoot payroll-related issues, guide customers, and enhance the support experience through documentation and analysis. 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 Skills Bachelor's degree 1-4 years of customer support experience in US Payroll domain Currently reside in a Pacific or Mountain timezone state with the ability to work a shift between the hours of 9am to 6pm PST Demonstrated experience in problem-solving, troubleshooting a SaaS product with attention to detail Excellent analytical and problem-solving skills, with a proven ability to investigate and resolve complex payroll discrepancies Excellent communication skills, both written and verbal (in English) Time management skills and ability to prioritize Experience working in a payroll provider, HR software company, or a large in-house payroll function is highly preferred Company Overview Rippling is a workforce management platform that unifies HR, IT, and finance operations into a single system. It was founded in 2016, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship Rippling has a track record of offering H1B sponsorships, with 2 in 2025, 42 in 2024, 70 in 2023, 81 in 2022, 33 in 2021, 6 in 2020. Please note that this does not guarantee sponsorship for this specific role.