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Customer Support Specialist, Benefits

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Rippling

1mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity

AI generated summary

  • You must have a Bachelor’s degree, 2+ years in customer-facing roles, strong problem-solving and communication skills, and the ability to work shifts of 6:30 PM IST - 7:00 AM IST.
  • You will support customers by resolving product issues, responding to inquiries, communicating with vendors, de-escalating problems, and collaborating with teams to enhance service and features.

Requirements

  • Bachelor's degree
  • Ability to work a shift between the hours of 6:30 PM IST - 7:00 AM IST (there may be the opportunity to move to a day shift in the future based on performance and business requirements)
  • A minimum of 2 years of work experience in a customer/client-facing role
  • Demonstrated experience problem-solving with attention to detail
  • Organizational skills and experience improving processes
  • Strong written and verbal communication skills in English
  • Flexibility with changing job duties and responsibilities
  • Time management skills and ability to prioritize

Responsibilities

  • Responsible for supporting our Rippling customers and resolving issues related to our products.
  • Respond to inquiries in a timely manner to help our customers optimize Rippling to administer group health and welfare plans.
  • Communicates with vendors and clients in regards to policies, benefit eligibility, and claims issues.
  • Take charge of customer issues from start to finish - while working in a dynamic and fast-paced environment.
  • Leverage chat, email functionality, and video conferencing to help our customers optimize our products.
  • De-escalate and resolve issues by leveraging platform and industry expertise.
  • Become a product expert - you'll be a go-to resource for both customers and coworkers.
  • Identify areas of improvement and work directly with Product and Engineering teams to share areas where we can better serve our customer base through automation or added features.
  • Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s needs are met.

FAQs

What is the primary responsibility of a Customer Support Specialist at Rippling?

The primary responsibility is to support Rippling customers and resolve issues related to our products, specifically helping customers optimize Rippling to administer group health and welfare plans.

What is the required educational background for this position?

A Bachelor's degree is required for this position.

What kind of work experience is necessary to apply for this role?

A minimum of 2 years of work experience in a customer/client-facing role is necessary.

What are the expected working hours for this position?

The expected working hours are between 6:30 PM IST - 7:00 AM IST, with the potential for future shifts based on performance and business requirements.

Is there an opportunity for career advancement within the Support team?

Yes, there are opportunities to become a product expert and contribute to discussions around product enhancements, which can lead to career growth within the team.

What type of communication skills are required for this role?

Strong written and verbal communication skills in English are required.

How does Rippling value its employees in terms of workplace environment?

Rippling highly values having employees work in-office to foster a collaborative work environment and company culture, expecting office-based employees to work in the office at least three days a week.

Are there any specific skills needed for this position?

Yes, the position requires problem-solving skills with attention to detail, organizational skills, time management skills, and the ability to prioritize tasks effectively.

Will I need to communicate with vendors and clients?

Yes, you will need to communicate with vendors and clients regarding policies, benefit eligibility, and claims issues.

What tools will I use to assist customers in this role?

You will leverage chat, email functionality, and video conferencing to help customers optimize Rippling products.

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Rippling

We make it unbelievably easy to manage HR, IT, and Finance.

Technology
Industry
1001-5000
Employees
2016
Founded Year

Mission & Purpose

Rippling is the first way for businesses to manage all of their HR, IT, and Finance — payroll, benefits, expenses, corporate cards, computers, apps, and more — in one unified workforce platform. By connecting every workforce system to a single source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take onboarding, for example. With Rippling, you can just click a button and set up a new employees' payroll, health insurance, corporate card, work computer, and third-party apps — like Slack, Zoom, and Office 365 — all within 90 seconds. Based in San Francisco, CA, Rippling has raised $700M from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, and Bedrock—and was named one of America's best startup employers by Forbes (#12 out of 500) and the #1 fastest-growing private company in the Bay Area by the San Francisco Business Times.