About the team
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.
What you will do
- US Payroll - 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.
What you will need
- Bachelor's degree in a relevant field.
- 1–4 years of experience in customer support or a similar client-facing role.
- Prior experience working night shifts is mandatory.
- Willingness to work night shifts between 6:30 PM IST and 7:00 AM IST (any 9-hour shift). Weekly offs will be rotational, consisting of any two consecutive days during the week and may not necessarily fall on weekends.
- Availability to work primarily in US business hours. As a global organization, employees may also be scheduled for APAC or EMEA shifts based on business requirements.
- Proven experience in troubleshooting SaaS products with strong attention to detail and effective problem-solving skills.
- Excellent time management skills with the ability to prioritize tasks in a fast-paced environment.
- Strong written and verbal communication skills in English.
- Demonstrated analytical and problem-solving abilities, with experience investigating and resolving complex payroll discrepancies.
- Experience working with a payroll service provider, HR software company, or within a large in-house payroll function is highly preferred.
Additional Information
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 accomodations@rippling.com.
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.
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.
#LI-Hybrid
About Rippling
Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.
Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.
Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.
We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.