Customer Support Specialist, Spend
Rippling is a company that integrates HR, IT, and Finance into a single platform, enabling businesses to manage their workforce systems efficiently. The Customer Support Specialist for Spend will become a product expert on Rippling’s Spend Management and Finance modules, providing support to customers with spend workflows and troubleshooting integration issues.
Responsibilities
- 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 QuickBooks Online, NetSuite, 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
Skills
- Bachelor's degree
- 1-4 years of customer support experience in expense and spend management domain
- Hands-on experience or familiarity with QuickBooks Online (QBO), NetSuite, 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, troubleshooting a SaaS product with attention to detail
- Time management skills and ability to prioritize
- Excellent communication skills, both written and verbal (in English)
Benefits
- Eligibility for overtime
- Reasonable accommodations for candidates with disabilities who need assistance during the hiring process
Company Overview
Company H1B Sponsorship