About the role
As a Customer Support Specialist on the Docs & Work Authorization team, you’ll sit at the intersection of customer experience, product troubleshooting, and some of the most critical workflows in the employee lifecycle.
You’ll develop deep expertise in Rippling’s Documents and Work Authorization products, helping customers navigate and troubleshoot workflows related to employee documentation, I-9 and E-Verify, employment eligibility, and work authorization.
This role goes beyond resolving individual support cases -- you’ll investigate complex product behavior, identify root causes, recognize trends across customer issues, and help surface opportunities to improve the product and customer experience.
You’ll own customer issues from initial investigation through resolution while partnering closely with teammates and cross-functional partners across Product and Engineering.
Success in this role requires curiosity, strong judgment, clear communication, and a willingness to dig into ambiguous problems to understand not only how to resolve an issue, but why it happened.
What you will do
- Become a subject-matter expert in Rippling’s Documents and Work Authorization products and use that expertise to guide customers through complex workflows and product questions.
- Own customer issues end-to-end, from initial investigation through resolution, while setting clear expectations and maintaining thoughtful, proactive communication.
- Investigate complex and sometimes ambiguous product behavior using internal tools, available data, documentation, and collaboration with teammates to identify root causes.
- Recognize patterns across customer interactions and proactively surface recurring issues, emerging trends, product gaps, and opportunities to improve the customer experience.
- Partner with Product and Engineering teams to escalate potential defects, provide relevant customer context, and support investigations into complex product issues.
- Translate technical findings and complex product behavior into clear, concise, and easy-to-understand explanations for customers.
- Prioritize effectively across multiple customer issues based on urgency, customer impact, and business needs while maintaining a high standard of quality and accuracy.
- Collaborate with teammates through swarming, knowledge sharing, and peer support to solve unfamiliar or technically complex problems.
- Contribute to the continuous improvement of team processes, internal documentation, and product knowledge based on insights gained from customer interactions.
- Deliver a high-quality customer experience through strong ownership, accurate troubleshooting, sound judgment, and thoughtful follow-through.
What you will need
- Bachelor's degree
- 1-4 years of customer support experience in a SaaS business
- Demonstrated experience in problem-solving, troubleshooting a SaaS product with attention to detail.
- Time management skills and ability to prioritize
- Excellent communication skills, both written and verbal (in English)
- We are open to candidates in all US timezones who are willing to work a shift between the hours of 9am to 6pm PST
Nice to have
- Experience supporting HRIS, workforce management, payroll, or other complex SaaS products.
- Familiarity with I-9, E-Verify, employment eligibility, work authorization, employee documentation, or related HR processes.
- Experience troubleshooting highly configurable or workflow-based software where issues may require investigation across multiple settings, systems, or data points.
- Experience partnering with Product and Engineering teams to investigate product behavior, escalate potential defects, or communicate customer-driven product feedback.
- Experience identifying trends or recurring issues across customer interactions and using those insights to surface broader product or process opportunities.
- Experience supporting customers across multiple channels, including email, chat, and live video or screen-sharing sessions.
- Comfort working in fast-paced environments where priorities can shift based on customer impact, urgency, or emerging product issues.
- Demonstrated curiosity and a willingness to independently investigate unfamiliar problems while knowing when to collaborate or escalate.
Additional Information
Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accommodations@rippling.com
This role will receive a competitive salary + benefits + bonuses. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.