Customer Support Specialist, Global Payroll
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
Company H1B Sponsorship