Customer Support Specialist Benefits & Compliance

About the team:

The Customer Support team at Rippling is a dedicated group of professionals committed to ensuring that our customers have a seamless experience with our robust Finance HR and IT platform. Our team provides expert guidance and swift resolutions to any technical challenges or inquiries that our customers have. We pride ourselves on our customer-centric approach offering support to businesses across various time zones and ensuring help is always available when needed.

Our team is composed of individuals with diverse backgrounds and expertise all united by a shared passion for problem-solving and continuous learning. We foster a collaborative and supportive environment where team members are encouraged to share insights and innovate solutions to enhance customer satisfaction. Additionally our team is driven by a commitment to personal and professional growth with ongoing training and development opportunities to ensure we stay adept with the latest features and updates in our platform.

At Rippling we are actively seeking enthusiastic individuals to join our Customer Support team. We value candidates who are eager to learn and passionate about growing their skills in a dynamic fast-paced environment. We believe that fresh perspectives are crucial for continuous improvement and innovation and we are committed to providing ample opportunities for professional development. If you are motivated quick to adapt and excited about contributing to a team that helps businesses operate more efficiently we encourage you to apply and bring your unique talents to Rippling.

What you will do:

• Help our customers optimize Rippling to administer group health and welfare plans including but not limited to Health Life Dental Vision Leaves Administration and Disability Insurance. Ensures benefit plans are within the guidelines of Section 125 COBRA HIPAA FMLA and any city state and federal laws
• Become a product expert - Maintain a high level of product knowledge to provide accurate information and assistance to both customers and your colleagues
• Take charge of customer issues from start to finish while working in a dynamic and fast-paced environment
• Respond promptly and professionally to customer inquiries via email chat or video conferencing
• Resolve product or service issues by understanding the customers complaint determining the cause of the problem selecting and explaining the best solution and following up to ensure resolution.
• Document and track customer interactions transactions comments and complaints using the companys CRM system
• Gather customer feedback and work directly with Product and Engineering teams to share insights to help improve products and services.
• Stay up-to-date with company policies procedures and product updates to provide accurate and consistent information to customers
• Work well under time constraints and meet schedules; at times with unexpected deadlines to ensure clients needs are met.
• Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction.

What you will need:

• Bachelors degree
• 1-4 years of customer support experience in the US benefits domain and should have:
• Good to have knowledge of employee benefits and applicable laws
• 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)
• Willing to work Night Shifts - (6:30 PM IST - 7:00 AM IST (any 9-hour shift))