Customer Support Specialist, SpendCustomer SupportRemote (Colorado, US)

Customer Support Specialist

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 team supports the Spend Management Platform including corporate cards, bill pay, expenses, and global spend.

What you will do

• 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.

What you will need

• Bachelor's degree
• 1-4 years of customer support experience in expense and spend management domain and should have:
• 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)