[Remote] Customer Support Specialist, Spend

Note: The job is a remote job and is open to candidates in USA. Rippling is a company that provides a unified platform for HR, IT, and Finance management. The Customer Support Specialist role focuses on assisting customers with the Spend Management Platform, ensuring they have a seamless experience by troubleshooting issues and providing expert guidance on financial workflows.

Responsibilities

• 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

Skills

• Bachelor's degree
• 1-4 years of customer support experience in expense and spend management domain
• 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)

Benefits

• Eligibility for overtime
• 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 [email protected].
• 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

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