[Remote] Customer Support Specialist, Payroll Integrations
Note: The job is a remote job and is open to candidates in USA. Rippling is a company that provides integrated HR, IT, and Finance solutions. They are seeking a Customer Support Specialist for Payroll Integrations who will be responsible for assisting customers with product knowledge, troubleshooting issues, and ensuring customer satisfaction.
Responsibilities
- Become a product expert, maintain a high level of product knowledge to provide accurate information and assistance to both customers and your colleagues
- 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
- Troubleshoot accounting integration failures including GL sync errors, journal entry issues, and API connectivity problems
- 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, including unexpected deadlines, to ensure client needs are met
- Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction
Skills
- Bachelor's degree
- 2+ years of technical customer support experience in a SaaS business
- Hands-on experience with APIs, integrations, or payroll processes
- Basic understanding of accounting concepts such as journal entries, chart of accounts, and GL mapping
- Experience diagnosing integration failures including sync errors and data mapping issues
- Demonstrated problem-solving and troubleshooting skills with strong attention to detail
- Time management skills and ability to prioritize across high-volume, multi-channel support
- Excellent written and verbal communication skills in English
- Open to working 9:00 PST - 5:30 PST
- Hands-on experience with QuickBooks Online, NetSuite, Sage Intacct, or Xero
- Familiarity with payroll operations — pay runs, earnings codes, deduction types, and how payroll data flows into accounting systems
- Experience with REST APIs, webhooks, or OAuth authentication
- Background in payroll processing or bookkeeping
- Familiarity with HRIS platforms
Benefits
- Competitive salary + benefits + equity
- Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process
- 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
Company Overview