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

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