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. Backed by Kleiner Perkins, Lightspeed and Sequoia.
About the role
As a Customer Support Specialist on the Docs & Work Authorization team, you’ll sit at the intersection of customer experience, product troubleshooting, and some of the most critical workflows in the employee lifecycle. This role goes beyond resolving individual support cases -- you’ll investigate complex product behavior, identify root causes, recognize trends across customer issues, and help surface opportunities to improve the product and customer experience. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Bachelor's degree
- 1-4 years of customer support experience in a SaaS business
- 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)
- We are open to candidates in all US timezones who are willing to work a shift between the hours of 9am to 6pm PST
More about this role
As a Customer Support Specialist on the Docs & Work Authorization team, you’ll sit at the intersection of customer experience, product troubleshooting, and some of the most critical workflows in the employee lifecycle.
This role goes beyond resolving individual support cases -- you’ll investigate complex product behavior, identify root causes, recognize trends across customer issues, and help surface opportunities to improve the product and customer experience.
You’ll own customer issues from initial investigation through resolution while partnering closely with teammates and cross-functional partners across Product and Engineering.
Success in this role requires curiosity, strong judgment, clear communication, and a willingness to dig into ambiguous problems to understand not only how to resolve an issue, but why it happened.
- Become a subject-matter expert in Rippling’s Documents and Work Authorization products and use that expertise to guide customers through complex workflows and product questions.
- Own customer issues end-to-end, from initial investigation through resolution, while setting clear expectations and maintaining thoughtful, proactive communication.
- Investigate...
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