Benefits Support Senior Analyst, Missed Enrollment

1 Month ago • 4 Years +

Job Summary

Job Description

Rippling is seeking a Senior Support Analyst for its Benefits Operations team. This role is crucial for managing tens of thousands of benefit enrollments annually. The analyst will be responsible for resolving process and system issues related to benefits and enrollments, identifying root causes, and implementing fixes to prevent future problems and enhance the customer experience. The position requires significant interaction with customers, vendors, carriers, and internal departments, with a direct impact on the success of Rippling's Benefits platform. The company offers a comprehensive platform for HR, IT, and Finance, automating the employee lifecycle from onboarding to payroll and benefits management.
Must have:
  • 4+ years in customer-facing operational role
  • Insurance and benefits experience required
  • Expert written and verbal communication skills
  • Strong project management and organizational skills
  • Strong problem-solving, research, and conflict resolution skills
Good to have:
  • Prior experience at a SaaS/start-up company

Job Details

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.


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 Senior Support Analyst to resolve process and system issues as they arise, and to help root cause and own immediate and broader 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 customers, 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
  • Drive communication with stakeholders throughout the duration of assigned projects, acting as project manager
  • Manage complex escalations and issues, with high levels of customer satisfaction

What you will need

  • 4+ years of experience in a customer-facing operational role, such as implementation, support, or operations with insurance and benefits experience required.
  • Expert communication skills (written and verbal): can de-escalate and connect with the most frustrated of customers
  • 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
  • Prior experience at a SaaS/start-up company preferred

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 accomodations@rippling.com


#li-remote


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About The Company

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