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 managing spend, for example. It’s one of the toughest—and most critical—challenges companies face. Rippling solves this with a single Spend Management Platform for corporate cards, bill pay, expenses, travel, and global spend—fully connected to the HR and payroll system that already knows your people and policies. For admins, it’s real-time control without the manual chase. For employees, it just works.

Based in San Francisco, CA, Rippling has raised $1.2B 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.

About the role

We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. As a member of our quickly growing Spend Support team, you will be responsible for directly supporting our agents and new hires. As owners of customer satisfaction, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for our customers.

This is an exciting role where you will have a direct impact on our day-to-day operations, customer experience and product development! Beyond direct issue resolution, your responsibilities will include:

Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements.

What you will do

• Become the Subject Matter Expert for our Spend product suite
• Create and maintain training content and documentation to ensure agents have access to the latest product and procedural knowledge.
• Deliver training sessions (both virtual and in-person) on complex topics, new feature rollouts, and best practices.
• Provide dedicated support and mentorship to new hires to accelerate their onboarding and ensure they are quickly set up for success.
• Support Rippling customers and resolve issues related to our Spend Products.
• Take charge of customer issues from start to finish - while working in a dynamic and fast-paced environment.
• Leverage chat, email, and video conferencing to help our customers optimize Rippling’s Spend Product
• De-escalate and resolve issues by leveraging platform and industry expertise.
• Responsible for documenting product functionality and country-specific nuances and training Global Support Team members.
• 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

• Required: >5 years of working in the SaaS industry, ideally including team lead and/or leadership responsibilities
• Required: Hands-on experience or familiarity with QuickBooks Online (QBO), NetSuite, Concur and Expense management softwares.
• Required: Proficient in English; written and verbal communication skills
• 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
• Organizational skills and experience in improving processes
• Flexibility with changing job duties and responsibilities
• Time management skills and the ability to prioritize
• Two or more years of experience in instructional design and training delivery, preferably within the FinTech sector.
• Deep expertise in leveraging technology, including LMS platforms, e-learning development, and virtual classrooms, to effectively train a dispersed, remote workforce.
• Track record of creating and optimizing training curricula that drive learner success.

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.com.

Rippling 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.

This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here. A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.