Customer Support Specialist, Docs & Auth

Customer Support Specialist, Docs & Work Auth

Rippling Washington, District of Columbia, United States

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.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.

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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 judgement, clear communication, and a willingness to dig into ambiguous problems to understand not only how to resolve an issue, but why it happened.

• 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 elevate 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 judgement, and thoughtful follow‑through.

• 1-4 years of…