Customer Support Specialist

Join to apply for the Customer Support Specialist, Spend role at Rippling

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

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 stay adept with the latest features and updates in our platform.

We are building a world‑class Support team – committed to helping customers realize the full potential of Rippling. Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements. Our team supports the Spend Management Platform including corporate cards, bill pay, expenses, and global spend.

• Become a product expert on Rippling’s Spend Management and Finance modules. Maintain a high level of product knowledge to provide accurate information and assistance to both customers and your colleagues
• Support customers with spend workflows including expense submissions, reimbursements, vendor payments, and invoice management.
• Troubleshoot integration and data‑sync issues with Quick Books Online, Net Suite, and Xero.
• Identify and escalate bugs or edge cases to Product and Engineering, providing detailed context for improvement.
• Partner cross‑functionally with Finance Ops, Payments, and Accounting teams to streamline issue resolution.
• Consistently deliver high‑quality, empathetic support experiences and contribute to customer satisfaction metrics.
• 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 customer’s 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 company’s 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 client’s needs are met.
• Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction.

• Bachelor’s degree
• 1‑3 years of work experience in customer service, technical support, or financial operations; preferably in Fin Tech or SaaS companies.
• Hands‑on experience or familiarity with Quick Books Online (QBO), Net Suite, Concur and Expense management softwares.
• Understanding of US banking processes, credit card systems, and expense management workflows.
• Prior experience supporting finance, accounting, or expense management software.
• Demonstrated experience in problem‑solving with attention to detail.
• Time management skills and ability to prioritize.
• Excellent…