[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 a unified platform for HR, IT, and Finance, and they are seeking a Customer Support Specialist for their Payroll Integrations team. The role involves becoming a product expert, assisting customers with inquiries, resolving issues, and documenting interactions while ensuring exceptional service and 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
  • Reasonable accommodations for candidates with disabilities who need assistance during the hiring process
  • Working in the office, at least three days a week under current policy, to be an essential function of the employee's role for office-based employees
  • Equity

Company Overview

  • Rippling is a workforce management platform that unifies HR, IT, and finance operations into a single system. It was founded in 2016, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.rippling.com.

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