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 Tax Support team, you will be responsible for new hire training and directly supporting new hires as they enter the workload. This is an exciting role where you will have a direct impact on our day-to-day operations, customer experience and product development! If you are the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment - you have what it takes! What you will do Become the Subject Matter Expert for our 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 agents to resolve issues related to our 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 state-specific nuances and training our 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 Interact with cross-functional teams to identify areas where we can better serve our customer base through automation, added features, and/or process improvements What you will need Proficient in English; written and verbal communication skills Demonstrated experience in problem-solving with attention to detail and deep product expertise. Organizational skills and experience in improving processes Flexibility with changing job duties and
