Senior Customer Support Specialist (Canada - French Speaking)
Rippling · Canada
- Hybrid
- Full-time
- $80,000 / year
- Canada
Job highlights
- Support customers and resolve product issues.
- Manage customer issues from start to finish.
- Utilize phone, chat, email, and video for support.
- Become a product expert and resource.
- Collaborate with Product and Engineering teams.
About the role
About 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.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.
We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.
About The Role
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 Support Organization is composed of product specific teams such as HR, IT and Finance.If you are the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment - you have what it takes!
What You Will Do
- Responsible for supporting our Rippling customers and resolving issues related to our products.
- Take charge of customer issues from start to finish - while working in a dynamic and fast-paced environment.
- Leverage phone, chat, email functionality, and video conferencing to help our customers optimize our products.
- De-escalate and resolve issues by leveraging platform and industry expertise.
- Become a product expert - you'll be a go-to resource for both customers and coworkers.
- Identify areas of improvement and work directly with Product and Engineering teams to share areas where we can better serve our customer base through automation or added features.
- Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s needs are met.
What You Will Need
- Proficient in English and French (Quebec); written and verbal communication skills
- Ability to work Monday-Friday; US Eastern Standard Time (9am-5:30pm ET)
- 3+ years of work experience in a customer/client-facing role
- Demonstrated experience problem-solving with attention to detail
- Organizational skills and experience improving processes
- Flexibility with changing job duties and responsibilities
- Time management skills and ability to prioritize
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.comRippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.
Key skills/competency
Senior Customer Support Specialist, Customer Support, Product Expertise, Problem Solving, Communication Skills, Organizational Skills, Process Improvement, Time Management, De-escalation, French Language Proficiency.Skills & topics
- Customer Support
- Customer Service
- Support Specialist
- Rippling
- Client Relations
- Problem Solving
- Technical Support
- French
- English
- Customer Success
How to get hired
- Tailor your resume: Highlight your 3+ years of customer-facing experience and problem-solving skills. Emphasize organizational and process improvement abilities.
- Showcase language skills: Clearly state your proficiency in English and French (Quebec) for both written and verbal communication.
- Demonstrate adaptability: Mention your flexibility with changing job duties and your strong time management.
- Prepare for interviews: Be ready to discuss how you de-escalate issues and become a product expert.
Technical preparation
Master Rippling's platform features and functionalities.,Practice de-escalation techniques for difficult customers.,Familiarize yourself with HR, IT, and Finance systems.,Prepare to explain complex issues simply.
Behavioral questions
Describe a time you solved a complex customer problem.,How do you handle multiple urgent customer requests?,How do you prioritize tasks under pressure?,Tell me about a time you improved a process.
Frequently asked questions
- What are the key responsibilities for a Senior Customer Support Specialist at Rippling?
- As a Senior Customer Support Specialist at Rippling, you will be responsible for supporting customers, resolving product-related issues, managing cases from beginning to end, and leveraging various communication channels. You will also act as a product expert, contribute to internal discussions for product enhancements, and work with Product and Engineering teams to identify areas for improvement. Additionally, you'll need to manage your time effectively and meet deadlines in a fast-paced environment.
- What qualifications are essential for the Senior Customer Support Specialist role at Rippling?
- To be considered for the Senior Customer Support Specialist position at Rippling, you must be proficient in both English and French (Quebec) with excellent written and verbal communication skills. You need at least 3 years of experience in a customer/client-facing role, demonstrated problem-solving abilities with attention to detail, and strong organizational skills. Flexibility with changing job duties, time management skills, and the ability to prioritize are also crucial. A commitment to working Monday-Friday within US Eastern Standard Time (9am-5:30pm ET) is also required.
- How does Rippling approach customer support, and what is the team culture like?
- Rippling is building a world-class Support team dedicated to helping customers maximize the potential of their platform. The culture encourages team members to not only resolve challenges but also to contribute to product enhancements. The role requires a proactive and enthusiastic attitude, akin to someone excited by a challenge. The team is composed of product-specific groups (HR, IT, Finance) to provide specialized support.
- What is the work arrangement for this Senior Customer Support Specialist position?
- Rippling highly values in-office work to foster collaboration and company culture. For employees living within a defined radius of a Rippling office, working in the office at least three days a week is considered an essential function of the role under current policy. Therefore, this position is likely hybrid, requiring a presence in the office on certain days.
- Does Rippling offer accommodations for candidates with disabilities during the hiring process?
- Yes, Rippling is committed to providing reasonable accommodations for candidates with disabilities. If you require assistance during the hiring process, please reach out to accommodations@rippling.com.
- How can I best prepare my application for a Senior Customer Support Specialist role at Rippling?
- To best prepare your application, ensure your resume clearly highlights your 3+ years of customer-facing experience, problem-solving skills, and any process improvement initiatives you've led. Explicitly mention your fluency in English and French (Quebec). Demonstrating your ability to manage time, prioritize tasks, and adapt to new responsibilities will also strengthen your candidacy for this Senior Customer Support Specialist position.