Travel Support Specialist

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 $1.2B 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.

Note:

This role requires flexibility across different time zones, with the following shift options:

APAC Shift: [10 AM - 6.30 PM IST]

EMEA Shift: [2 PM - 11.30 PM IST]

PST Shift: [10 PM - 6.30 AM IST]

The role operates on a rotational shift basis, so it requires you to be available to work during different time zones as required by the business needs.

Off Days: The role includes two consecutive fixed off days (which may not always fall on weekends).

About the role

We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. As a member of our quickly growing Travel support team, you will be responsible for directly supporting our users’ travel needs. As owners of customer satisfaction, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for the traveler.

This is an exciting role where you will have a direct impact on our day to day operations, traveler experience and product development! Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements.

If you are the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment - you have what it takes!

What you will do

• Responsible for supporting our Rippling customers and resolving issues related to our Travel Products.
• Take charge of customer issues from start to finish - while working in a dynamic and fast-paced environment.
• Leverage phone, chat, email functionality, and video conferencing to help our customers optimize Rippling’s Travel Product
• De-escalate and resolve issues by leveraging platform and industry expertise.
• Responsible for documenting product functionality and country-specific nuances and training Global Support Team members.
• Become a product expert - you'll be a go-to resource for both customers and coworkers.
• Identify areas of improvement and work directly with Product and Engineering teams to share areas where we can better serve our customer base through automation or added features.
• Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s needs are met

What you will need

• Required: Proficient in English; written and verbal communication skills
• 3+ years of work experience in a customer/client-facing role
• Demonstrated experience problem-solving with attention to detail
• Organizational skills and experience improving processes
• Flexibility with changing job duties and responsibilities
• Time management skills and ability to prioritise

Bonus

• 3+ years of experience in TMC/BT Consultant Role covering all supplier products i.e air, rail and hotel
• 2+ years of GDS experience (Sabre, Amadeus, Galileo) to intermediate level
• IATA accreditation (WWAFT/WAII/BA2)