Customer Support Specialist - Account Ops - Rippling

Customer Support Specialist – Account Ops

Location: Bangalore, India Department: Customer Support Experience: 1–4 Years Shift: Night Shift (6:30 PM IST – 7:00 AM IST, any 9-hour shift)

We are looking for a Customer Support Specialist – Account Ops to join our Customer Support team. In this role, you will manage customer queries and account offboarding activities while ensuring a smooth, compliant, and customer-focused experience.

You will work closely with teams across Product, Engineering, Legal & Compliance, Payroll, Benefits, and IT to resolve complex customer issues and continuously improve the customer experience.

Key Responsibilities

• Manage end-to-end customer offboarding, including refunds, account closures, and product transitions.
• Ensure all offboarding activities comply with internal policies and applicable regulations.
• Maintain accurate records of customer interactions, transactions, and cases in the CRM.
• Handle customer queries through email, chat, and video conferencing.
• Troubleshoot product and service-related issues and provide effective solutions.
• Take ownership of customer issues from initial contact through resolution.
• Collaborate with Product and Engineering teams to share customer feedback and improve products.
• Maintain strong knowledge of company products, policies, and processes.
• Stay updated on product enhancements and policy changes.
• Manage priorities effectively and deliver timely resolutions, including during unexpected deadlines.
• Consistently provide exceptional customer service and ensure customer satisfaction.

Requirements

• Bachelor's degree in any relevant discipline.
• 1–4 years of experience in customer support, preferably within a SaaS environment.
• Experience with product or account offboarding.
• Familiarity with legal, tax, or compliance requirements related to customer offboarding.
• Strong problem-solving and troubleshooting abilities.
• Excellent written and verbal communication skills in English.
• Strong attention to detail and time-management skills.
• Ability to prioritize tasks and work effectively in a fast-paced environment.
• Willingness and flexibility to work night shifts.

Why Join Us?

• Work in a fast-paced SaaS environment.
• Collaborate with cross-functional teams and gain exposure to multiple business functions.
• Develop strong expertise in customer support, account operations, and SaaS products.
• Opportunities for continuous learning and professional growth.
• Be part of a collaborative team focused on solving customer problems and improving customer experience.

Equal Opportunity

We are committed to building a diverse and inclusive workplace. We provide equal employment opportunities to all candidates and do not discriminate based on legally protected characteristics.

Ready to take the next step in your customer support career? Apply now and join our team!