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.
Key Characteristics:
* You enjoy solving complex problems and finding creative solutions.
* You thrive in a fast-paced environment with tight deadlines.
* You excel at communicating technical information in a clear and concise manner.
Your Responsibilities
1. Supporting our Rippling customers and resolving issues related to our products.
2. Taking charge of customer issues from start to finish while working in a dynamic and fast-paced environment.
3. Leveraging phone, chat, email functionality, and video conferencing to help our customers optimize our products.
4. De-escalating and resolving issues by leveraging platform and industry expertise.
5. Becoming a product expert, serving as a go-to resource for both customers and coworkers.
6. Identifying areas of improvement and working directly with Product and Engineering teams to share suggestions for automation or added features.
7. Working well under time constraints and meeting schedules, even with unexpected deadlines, to ensure client needs are met.
Requirements
* Proficient in English and German, with strong written and verbal communication skills.
* Ability to work a GMT schedule (9 AM - 6 PM GMT).
* At least 3 years of 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.