Philippines onlyAbout Rippling
Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.
Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.
Based in San Francisco, CA, Rippling has raised $1.85B from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.
We prioritise candidate safety. Please be aware that official communication will only be sent from @Rippling.com addresses.
About the role
We are looking for an experienced Global Payroll Support Specialist to join Rippling’s APAC Payroll Operations team. This is a unique role supporting our customers in EMEA. As we rapidly expand our global footprint, this role is essential in supporting our international customers and ensuring their success with our natively built payroll products.
The primary focus of this role is to manage and resolve complex customer cases. You will apply your strong background in EMEA payroll and client support to be the leading expert for our customers and internal support teams. This requires a strong ability to analyze support data, identify recurring issues, and implement effective solutions to enhance the overall customer experience.
You will be responsible for defining and maintaining the quality standards of our support interactions through a formal QA process. Furthermore, you will leverage your expertise to develop clear, accurate content, documentation, and FAQs, empowering both customers and the wider operations team. This is a critical, high-impact role that requires exceptional analytical, problem-solving, and communication skills, ultimately driving efficiency and customer satisfaction within our Global Payroll Operations.
As this role supports our customers in Europe, flexibility to work EMEA timezone work hours (when needed) is required.
What you will do
- Own and support resolving the most challenging customer cases daily.
- Drive down customer inquiries by performing root cause analysis of tickets.
- Own the case QA process to provide our regional team with actionable feedback on how to improve customer interactions.
- Become the go-to product expert on our Global Payroll product for EMEA countries (any)
- Develop and maintain clear, accurate content, documentation, and FAQs to support both customers and internal teams.
- Analyze customer support interactions to identify trends, pain points, and opportunities to improve the support experience.
- Partner with regional Payroll Specialists to provide insights on support volume, customer feedback, and critical compliance concerns.
- Support the onboarding of new hires by contributing to training sessions, shadowing programs, and ongoing skill development.
What you will need
- Minimum of 4+ years in a global payroll processing and 4+ years in a client-facing role
- Strong EMEA, and some APAC payroll experience
- Strong client-facing skills with experience managing enterprise customer relationships.
- Excellent analytical and problem-solving skills, with a proven ability to investigate and resolve complex payroll discrepancies.
- A passion for documentation and knowledge-sharing.
- Exceptional communication skills and fluency in English
- Experience working in a payroll provider, HR software company, or a large in-house payroll function is highly preferred.
- Experience with Google Suite or Microsoft Office, especially Docs/Sheets/Excel, for data analysis and task organization; familiarity with Salesforce queues, JIRA, and Confluence a plus
- Ability to review and validate calculations
- Must have understanding of payroll concepts
- Strong knowledge of payroll regulations
- Strong organizational skills and able to work under strict deadlines
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