[Remote] Customer Support Specialist - Billing

Note: The job is a remote job and is open to candidates in USA. Rippling is a company that integrates HR, IT, and Finance systems for businesses. They are looking for a Customer Support Specialist - Billing to assist customers with billing inquiries, collaborate with internal teams to resolve issues, and ensure customer satisfaction through exceptional service.ResponsibilitiesAssist customers with billing inquiries for Rippling services and third-party apps, including contracts, fees, charges, payment methods, payment failures, invoices, terms of service, refunds, credits, reseller billing, seat count inquiries, billing address updates, and PEO benefits/workers’ compensation billing and invoice reconciliation. Provide clear guidance and support to help customers navigate billing processesCollaborate internally with Product, Finance, Legal/Compliance, and PEO teams to unblock customers, resolve complex billing issues, ensure accurate payments, understand regional and country-specific billing policies, and identify process improvements to enhance the overall billing support experienceBecome a product expert - Maintain a high level of product knowledge to provide accurate information and assistance to both customers and your colleaguesTake charge of customer issues from start to finish, while working in a dynamic and fast-paced environmentRespond promptly and professionally to customer inquiries via email, chat, or video conferencingResolve 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 resolutionDocument and track customer interactions, transactions, comments, and complaints using the company's CRM systemGather customer feedback and work directly with Product and Engineering teams to share insights to help improve products and servicesStay up-to-date with company policies, procedures, and product updates to provide accurate and consistent information to customersWork well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s needs are metDeliver exceptional service and ensure customer satisfaction by going the extra mile in every interactionSkillsBachelor's degree1-4 years of customer support experience in a SaaS businessExperience assisting customers with complex billing inquiries across multiple entities, regions, and countries, including EOR-related billingKnowledge of regional, country-specific, and compliance-related billing regulations and policiesUnderstanding of account reconciliation and billing processes in SaaS environmentsFamiliarity with invoicing, payment terms, payment methods, subscription models, and common SaaS billing terminologyDemonstrated experience in problem-solving, troubleshooting a SaaS product with attention to detailTime management skills and ability to prioritizeExcellent communication skills, both written and verbal (in English)Currently reside in a Pacific or Mountain timezone state with the ability to work a shift between the hours of 9am to 6pm PSTBenefitsBenefitsEquityCompany OverviewRippling is a workforce management platform that unifies HR, IT, and finance operations into a single system. It was founded in 2016, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.rippling.com.Company H1B SponsorshipRippling has a track record of offering H1B sponsorships, with 2 in 2025, 42 in 2024, 70 in 2023, 81 in 2022, 33 in 2021, 6 in 2020. Please note that this does not guarantee sponsorship for this specific role.