About the role
About
the Team The Contractor Hub Support team is responsible for helping businesses onboard, pay, and manage contractors across the globe through Rippling's unified platform. Our customers rely on us to navigate complex payment workflows, contractor onboarding, tax documentation, compliance
requirements, payroll schedules, and global banking operations. As the frontline experts for Contractor Hub, we partner closely with Product, Engineering, Payments Operations, Risk, Compliance, and Banking Operations to investigate issues, drive resolutions, and improve the customer experience. We solve high-impact problems where accuracy, ownership, and urgency matter. We're looking for customer-focused problem solvers who enjoy digging into technical issues, thrive in fast-paced environments, and are passionate about delivering an exceptional support experience. If you're excited by complex products, global payments, and working cross-functionally to improve both customer outcomes and our product, we'd love to meet you . What you will do Become a subject matter expert on Rippling's Contractor Hub platform, including contractor onboarding, global contractor payments, payroll schedules, payment methods, tax documentation, compliance workflows, and payment statuses. Own customer issues from initial contact through resolution, driving cases to completion while providing proactive updates and clear expectations. Support customers across multiple channels including email, chat, and video conferencing while maintaining high standards for responsiveness, professionalism, and customer empathy. Investigate complex payment issues by analyzing payment timelines, banking workflows, FX processing, payroll schedules, payment statuses, funding flows, and contractor lifecycle events. Troubleshoot contractor onboarding issues including identity verification, tax forms, bank account setup, contractor invitations, and account activation. Partner closely with Engineering, Product, Risk, Compliance, Payments Operations, and Banking Operations to escalate issues, drive investigations, and advocate for timely customer resolutions. Clearly explain product behavior, platform limitations, and payment workflows to customers, translating technical concepts into simple, actionable guidance. Identify recurring customer pain points and contribute to improvements in internal documentation, troubleshooting guides, support workflows, and customer-facing help content. Document investigations thoroughly using internal systems to ensure accurate case history and smooth cross-functional collaboration. Maintain strong case hygiene by prioritizing workloads effectively, meeting SLAs, and balancing speed with quality. Contribute to team knowledge sharing by mentoring peers, surfacing product insights, and helping improve operational excellence across the support organization. Deliver a world-class customer experience by demonstrating ownership, accountability, and a customer-first mindset in every interaction. What you will need Bachelor's degree or equivalent practical experience. 2–5 years of experience supporting SaaS products in a customer-facing technical support role. Experience troubleshooting complex software or financial technology products with strong analytical and problem-solving skills. Demonstrated ability to investigate issues across multiple systems rather than relying solely on documented troubleshooting steps. Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences. Strong attention to detail with the ability to identify root causes, recognize patterns, and make sound decisions with incomplete information. Proven ability to manage multiple priorities simultaneously while maintaining high quality and meeting SLAs in a fast-paced environment. Comfortable collaborating across Product, Engineering, Operations, and other cross-functional teams to resolve customer issues. Strong customer empathy and a sense of ownership, with a track record of following through until problems are fully resolved. Experience working with CRM and support platforms such as Zendesk, Salesforce, or similar case management systems. Ability to learn complex products quickly and adapt to rapidly changing processes and product capabilities. Ability to work primarily Monday - Friday aligned with US business hours. This role is part of a global support organization and requires participation in a rotational 24/7 coverage model to support customers across multiple regions and time zones. Preferred
