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Rippling is seeking a Customer Support Specialist to join its Customer Support team in Bangalore. The role focuses on providing expert technical support for Rippling's integrated HR, IT, and Finance platform, with a specialization in payroll integration and accounting connectivity.
In this position, you will be the first line of support for customers experiencing issues with payroll integrations, accounting system connections, and related technical challenges. You will handle customer inquiries across multiple channels (email, chat, video conferencing) and own issues from initial contact through resolution. Key responsibilities include:
- Develop and maintain deep product expertise across Rippling's Finance, HR, and IT modules, particularly payroll and accounting integrations
- Troubleshoot accounting integration failures including GL sync errors, journal entry issues, and API connectivity problems
- Diagnose and resolve integration failures, sync errors, and data mapping issues
- Respond promptly and professionally to customer inquiries, working in a fast-paced, dynamic environment
- Document all customer interactions, transactions, and complaints in the company's CRM system
- Gather customer feedback and collaborate with Product and Engineering teams to drive product improvements
- Stay current with company policies, procedures, and platform updates
- Manage time effectively under pressure and meet deadlines while handling high-volume, multi-channel support
- Deliver exceptional customer service and ensure satisfaction through thorough problem resolution
Rippling's Customer Support team is composed of problem-solvers passionate about continuous learning. The environment is collaborative and supportive, with ongoing training and development opportunities to keep you current with platform features and updates.
Note: This role requires openness to working night shifts (6:30 PM IST to 7:00 AM IST, any 9-hour shift within that window). Rippling values in-office collaboration and expects office-based employees to work in-office at least three days per week.
REQUIREMENTS:
- 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 (journal entries, chart of accounts, 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 night shifts (6:30 PM IST to 7:00 AM IST, any 9-hour shift)
NICE TO HAVE:
- Hands-on experience with QuickBooks Online, NetSuite, Sage Intacct, or Xero
- Familiarity with payroll operations (pay runs, earnings codes, deduction types, payroll-to-accounting data flow)
- Experience with REST APIs, webhooks, or OAuth authentication
- Background in payroll processing or bookkeeping
- Familiarity with HRIS platforms
