About the team
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.
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.
About the role
We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements. Our team supports the Spend Management Platform including corporate cards, bill pay, expenses, and global spend.
What you will do
- Become a product expert on Rippling’s Spend Management and Finance modules. Maintain a high level of product knowledge to provide accurate information and assistance to both customers and your colleagues.
- Support customers with spend workflows including expense submissions, reimbursements, vendor payments, and invoice management.
- Troubleshoot integration and data-sync issues with QuickBooks Online, NetSuite, and Xero.
- Identify and escalate bugs or edge cases to Product and Engineering, providing detailed context for improvement.
- Partner cross-functionally with Finance Ops, Payments, and Accounting teams to streamline issue resolution.
- Consistently deliver high-quality, empathetic support experiences and contribute to customer satisfaction metrics.
- 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.
What you will need
- Bachelor's degree
- 1-4 years of customer support experience in expense and spend management domain and should have:
- Hands-on experience or familiarity with QuickBooks Online (QBO), NetSuite, Concur and Expense management softwares
- Understanding of US banking processes, credit card systems, and expense management workflows
- Prior experience supporting finance, accounting, or expense management software.
- 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)
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 accommodations@rippling.com.
#li-remote
This role will receive a competitive salary + benefits + bonuses. 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.
Base Pay : $22.19-$23.49
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.