Customer Support Specialist, Spend

About Rippling

Rippling provides businesses with a unified platform for HR, IT, and Finance, integrating workforce systems like payroll, expenses, benefits, and IT management. This innovative approach allows companies to manage and automate every aspect of the employee lifecycle from a single system, streamlining processes such as onboarding an employee globally and setting up their entire digital and financial infrastructure in just 90 seconds.

Based in San Francisco, CA, Rippling has secured over $1.4 billion in funding from leading investors including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock. The company has also been recognized by Forbes as one of America's best startup employers.

Please note: All official communication regarding applications will only be sent from @Rippling.com addresses to ensure candidate safety.

About The Team

The Customer Support team at Rippling is a group of dedicated professionals focused on delivering a seamless customer experience with our comprehensive Finance, HR, and IT platform. We offer expert guidance and rapid resolutions to technical challenges and inquiries, embodying a customer-centric approach that supports businesses across various time zones. Our team members, with their diverse backgrounds and expertise, are united by a passion for problem-solving and continuous learning. We cultivate a collaborative and supportive environment, encouraging insight sharing and innovative solutions to boost customer satisfaction. Furthermore, we are committed to professional growth, providing ongoing training to keep our team adept with the latest platform features and updates.

About The Role

We are actively building a world-class Support team dedicated to helping customers fully leverage Rippling's potential. As a Customer Support Specialist, Spend, you will be instrumental in guiding customers through challenges and contributing to internal discussions for product enhancements. This role specifically supports Rippling's Spend Management Platform, which includes corporate cards, bill pay, expenses, and global spend functionalities.

What You Will Do

• Become a product expert on Rippling’s Spend Management and Finance modules, maintaining high-level knowledge to assist both customers and colleagues.
• Support customers with spend workflows, including expense submissions, reimbursements, vendor payments, and invoice management.
• Troubleshoot integration and data-sync issues with financial software such such as QuickBooks Online, NetSuite, and Xero.
• Identify and escalate bugs or edge cases to the Product and Engineering teams, 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, directly contributing to customer satisfaction metrics.
• Take ownership of customer issues from initiation to completion, thriving 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 thoroughly understanding the customer's complaint, diagnosing the root cause, explaining the best solution, and ensuring complete resolution.
• Document and accurately track customer interactions, transactions, comments, and complaints using the company's CRM system.
• Gather customer feedback and collaborate directly with Product and Engineering teams to share insights that enhance products and services.
• Stay current with company policies, procedures, and product updates to ensure consistent and accurate information delivery to customers.
• Effectively manage time constraints and meet schedules, occasionally under unexpected deadlines, to ensure client needs are met.
• Deliver exceptional service, consistently going the extra mile in every customer interaction to ensure satisfaction.

What You Will Need

• Bachelor's degree.
• 1-4 years of customer support experience, specifically within the expense and spend management domain.
• Hands-on experience or familiarity with financial platforms such as QuickBooks Online (QBO), NetSuite, Concur, and other expense management software.
• A solid understanding of US banking processes, credit card systems, and expense management workflows.
• Prior experience supporting finance, accounting, or expense management software.
• Demonstrated expertise in problem-solving and troubleshooting SaaS products with meticulous attention to detail.
• Strong time management skills and the ability to effectively prioritize tasks.
• Excellent communication skills, both written and verbal, in English.

Key skills/competency

• Spend Management
• Customer Support
• Troubleshooting
• SaaS Product Knowledge
• QuickBooks Online (QBO)
• NetSuite
• Xero
• Expense Management Software
• Cross-functional Collaboration
• Communication Skills