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Rippling is building a world-class support team to help customers realize the full potential of its HR, IT, and Finance platform. As a Customer Support Specialist on the Tax Support team, you will be responsible for new hire training and directly supporting new team members as they enter the workload. This is a hybrid role based in Bangalore with a direct impact on day-to-day operations, customer experience, and product development.
Key Responsibilities:
- Become a product expert by maintaining high-level product knowledge to provide accurate information and assistance to customers and colleagues
- Take charge of customer issues from start to finish in a dynamic, fast-paced environment
- Respond promptly and professionally to customer inquiries via email, chat, or video conferencing
- Resolve product or service issues by understanding complaints, determining root causes, selecting solutions, 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 for product and service improvements
- Stay up-to-date with company policies, procedures, and product updates to provide accurate and consistent information
- Work well under time constraints and meet schedules, including unexpected deadlines
- Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction
Requirements:
- Bachelor's degree
- 1-4 years of customer support experience in a SaaS business
- Demonstrated experience in problem-solving and troubleshooting SaaS products with attention to detail
- Strong time management skills and ability to prioritize
- Excellent written and verbal communication skills in English
- Experience with and openness to working night shifts (6:30 PM IST - 7:00 AM IST, any 9-hour shift within this window)
Note: Rippling values in-office collaboration and expects office-based employees to work in-office at least three days per week. The role offers competitive salary, benefits, and equity.
