About the role
Benefits is one of Rippling's largest and most important product categories. The Benefits Operations team is critical to getting companies enrolled in the right benefits, and manages tens of thousands of enrollments every year.
Rippling is looking for a Support Analyst to resolve process and system issues as they arise, and to help root cause and contribute to fixes needed to prevent issues impacting benefits and coverage. This role will require significant engagement across customers, vendors, carriers, and a number of internal departments, and will have a major impact on the success of Rippling's Benefits platform.
What you will do
- Act as the primary point of contact for our clients, insurance carriers, and internal partners while owning the end-to-end resolution of issues related to benefits and enrollments
- Root cause complex issues, collaborate with R&D and other internal stakeholders to define and implement enhancements through process and automation, in order to improve the customer experience
- Communicate with stakeholders throughout the duration of assigned projects
- Manage complex escalations and issues
What you will need
- 2-4 years of experience in a customer-facing operational role, such as implementation, support, or operations with US-based insurance and benefits experience required.
- Strong communication skills (written and verbal)
- Strong project management and organizational skills: good attention to detail with excellent work product, time management, and execution
- Strong problem solving, research and conflict resolution skills
- Strong desire to learn about subject matter and new processes surrounding the work
- Prior experience at a Saas/start-up company preferred
- Experience using SFDC or other similar support-ticketing systems (Zendesk, etc.)
- Experience with Jira
Nice to Have
- Knowledge of EDI/API Configurations and Setups
- Client De-escalation experience
- Professional use of AI: Experience building skills, workflow, and automations
Additional Information
Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [email protected]
Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.
The hourly for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.
A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.
#Li-Remote
About 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 $1.4B+ 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 prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.