Senior Payroll Customer Support Specialist
4 weeks ago
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
We are seeking experienced and detail-oriented payroll professionals to join our team as Senior Customer Support Specialist. In this role, you will be the ultimate subject matter expert for payroll in your region of expertise (Germany). You will ensure our customers are supported, and our internal teams are enabled with the knowledge they need to succeed. This is a critical role that blends deep technical payroll knowledge with excellent problem-solving and communication skills.
What You Will Do
- Become the go-to product expert on our Global Payroll and HR capabilities for customers in your designated region.
- 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 Product Managers to provide insights on support volume, customer feedback, and critical compliance concerns.
- Serve as a senior resource and point of escalation for Customer Support Specialists on complex, region-specific payroll issues.
- Personally own and resolve the most challenging customer cases by leveraging your deep platform and country-specific payroll expertise.
General Qualifications (Required for all Candidates):
- 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, Germany (written and spoken).
- Experience working in a payroll provider, HR software company, or a large in-house payroll function is highly preferred.
Region-Specific Qualifications:
Candidates should possess the general qualifications listed above, plus the specific qualifications for Germany:
- 2-3 years of hands-on German payroll experience.
- Manage and process payroll for employees in Germany, ensuring accuracy and compliance with all relevant laws and regulations.
- Apply deep knowledge of German payroll regulations, including Lohnsteuer (wage tax), Sozialversicherungsbeiträge (social security contributions), and other statutory requirements.
- Handle payroll processing, wage components ( Lohnbestandteile ), and compliance reporting.
- Collaborate with internal teams and external stakeholders to resolve payroll-related inquiries.
- Stay updated on changes in German payroll legislation and implement necessary adjustments.
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