Customer Support Specialist - Contractor Hub

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Skills you'll use

What you'll do

• US Payroll - Troubleshoot and resolve payroll-related issues and guide customers through payroll processing, tax filing, and compliance questions
• Become the go-to product expert on our Global Payroll and HR capabilities for customers in your designated region.
• Develop and maintain clear, accurate content, documentation, and FAQs to support both customers and internal teams.
• Analyze customer support interactions to identify trends, pain points, and opportunities to improve the support experience.
• Partner with regional Product Managers to provide insights on support volume, customer feedback, and critical compliance concerns.
• Serve as a senior resource and point of escalation for Customer Support Specialists on complex, region-specific payroll issues.
• Personally own and resolve the most challenging customer cases by leveraging your deep platform and country-specific payroll expertise.
• Bachelor's degree in a relevant field.

Who can apply

• 1–4 years of experience in customer support or a similar client-facing role.
• Prior experience working night shifts is mandatory.
• Willingness to work night shifts between 6:30 PM IST and 7:00 AM IST (any 9-hour shift). Weekly offs will be rotational, consisting of any two consecutive days during the week and may not necessarily fall on weekends.
• Availability to work primarily in US business hours. As a global organization, employees may also be scheduled for APAC or EMEA shifts based on business requirements.
• Proven experience in troubleshooting SaaS products with strong attention to detail and effective problem-solving skills.
• Excellent time management skills with the ability to prioritize tasks in a fast-paced environment.
• Strong written and verbal communication skills in English.
• Demonstrated analytical and problem-solving abilities, with experience investigating and resolving complex payroll discrepancies.

About Rippling

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