Customer Support Lead - Spend Management Job in Bangalore at Rippling

Rippling is hiring for the role of Customer Support Lead - Spend Management!

Responsibilities of the Candidate:

• Become a product expert on Rippling’s Spend Management and Finance modules.  Maintain a high level of product knowledge to provide accurate information and assistance to both customers and your colleagues
• Support customers with spend workflows including expense submissions, reimbursements, vendor payments, and invoice management.
• Troubleshoot integration and data-sync issues with QuickBooks Online, NetSuite, and Xero.
• Identify and escalate bugs or edge cases to Product and Engineering, providing detailed context for improvement.
• Partner cross-functionally with Finance Ops, Payments, and Accounting teams to streamline issue resolution.
• Consistently deliver high-quality, empathetic support experiences and contribute to customer satisfaction metrics.
• Take charge of Employee management platform issues for customers from start to finish - while working in a dynamic and fast-paced environment
• Leverage chat, email, and video conferencing functionality to help our customers optimize Rippling to manage employee data i.e. data management, automation, reports, permissions & approvals
• De-escalate and resolve issues by leveraging platform and industry expertise
• Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s needs are met
• Build mental muscle and become a product expert - you’ll be a go-to resource for both customers and coworkers
• Interact with cross-functional teams to identify areas where we can better serve our customer base through automation, added features, and/or process improvements.

Requirements:

• Bachelor's degree
• 0-3 years of work experience in customer service, technical support, or financial operations; preferably in FinTech or SaaS companies.
• Ability to work a shift between the hours of 6:30 PM IST - 7:00 AM IST (any 9-hour shift)
• Hands-on experience or familiarity with QuickBooks Online (QBO), NetSuite, Concur and Expense management softwares.
• Understanding of US banking processes, credit card systems, and expense management workflows.
• Prior experience supporting finance, accounting, or expense management software.
• Demonstrated experience in problem-solving with attention to detail
• Time management skills and ability to prioritize in a fast-paced, dynamic environment.
• Excellent communication skills, both written and verbal (in English).