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 For the first time ever you can manage and automate every part of the employee lifecycle in a single system Take onboarding for example With Rippling you can hire a new employee anywhere in the world and set up their payroll corporate card computer perks and even third-party apps like Slack and Microsoft 365 all within 90 seconds Based in San Francisco CA Rippling has raised 1 4B from the world s top investors including Kleiner Perkins Founders Fund Sequoia Greenoaks and Bedrock and was named one of America s best startup employers by Forbes We prioritize candidate safety Please be aware that all official communication will only be sent from Rippling com addresses About the team The Customer Support team at Rippling is a dedicated group of professionals committed to ensuring that our customers have a seamless experience with our robust Finance HR and IT platform Our team provides expert guidance and swift resolutions to any technical challenges or inquiries that our customers have We pride ourselves on our customer-centric approach offering support to businesses across various time zones and ensuring help is always available when needed Our team is composed of individuals with diverse backgrounds and expertise all united by a shared passion for problem-solving and continuous learning We foster a collaborative and supportive environment where team members are encouraged to share insights and innovate solutions to enhance customer satisfaction Additionally our team is driven by a commitment to personal and professional growth with ongoing training and development opportunities to ensure we stay adept with the latest features and updates in our platform At Rippling we are actively seeking enthusiastic individuals to join our Customer Support team We value candidates who are eager to learn and passionate about growing their skills in a dynamic fast-paced environment We believe that fresh perspectives are crucial for continuous improvement and innovation and we are committed to providing ample opportunities for professional development If you are motivated quick to adapt and excited about contributing to a team that helps businesses operate more efficiently we encourage you to apply and bring your unique talents to Rippling What you will do Assist customers with billing inquiries for Rippling services and third-party apps including contracts fees charges payment methods payment failures invoices terms of service refunds credits reseller billing seat count inquiries billing address updates and PEO benefits workers compensation billing and invoice reconciliation Provide clear guidance and support to help customers navigate billing processes Collaborate internally with Product Finance Legal Compliance and PEO teams to unblock customers resolve complex billing issues ensure accurate payments understand regional and country-specific billing policies and identify process improvements to enhance the overall billing support experience 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 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 What you will need Bachelor s degree 1-4 years of customer support experience in a SaaS business and should have Experience assisting customers with complex billing inquiries across multiple entities regions and countries including EOR-related billing Knowledge of regional country-specific and compliance-related billing regulations and policies Understanding of account reconciliation and billing processes in SaaS environments Familiarity with invoicing payment terms payment methods subscription models and common SaaS billing terminology 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 Experience and open to working night shifts 6 30 PM IST - 7 00 AM IST any 9-hour shift Additional Information Rippling is an equal opportunity employer We are committed to building a diverse and inclusive workforce and do not discriminate based on race religion color national origin ancestry physical disability mental disability medical condition genetic information marital status sex gender gender identity gender expression age sexual orientation veteran or military status or any other legally protected characteristics 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 accomodations rippling com 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