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.
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About the role After becoming one of the fastest-growing startups in the United States ($0 ? $13.5B), Rippling is up-leveling our operations as we become a global payment processor.
We need someone who can build a team from 0 to 1 in the regulated complaints space.
We're looking for a Complaints Analyst to join our newly established complaints program.
What you will do Assist in the handling of customer complaints, ensuring timely and fair resolution in line with company policies and procedure.Ensure accurate and thorough documentation of complaint cases within tracking systems.Prepare initial drafts of reports on complaints data and trends for senior team review.Collaborate with senior team members to identify root causes of complaints and contribute ideas for process improvements.Maintain awareness of relevant regulations and industry standards related to complaint handling.Provide support in preparing responses and follow-ups with regulatory bodies as needed.Work closely with cross-functional teams, including Customer Support, Compliance, and Risk, to coordinate complaint resolutions.Participate in training sessions and stay updated on best practices for effective complaint management.Support the monitoring and analysis of complaint trends and help identify areas for operational improvement.Ensure data accuracy and consistency in all complaint-related documentation.Help prepare documentation for audits and inspections related to complaint management.Assist with the implementation of technology tools that improve complaint-handling efficiency.Maintain a customer-focused approach while adhering to regulatory and company standards.Provide administrative support to senior team members as needed in managing the complaint process.What you will need You have 3 years of working in a customer support / complaints environment - preference for complaints or disputes experienceExperience leading teams within a fast-paced environment, startup, or SaaS organizationCommunicate well-reasoned and/or data-driven proposals in both verbal and written form with multiple stakeholders - including acting as an SME for payments related conversations and investigationsExperience working cross functionally with technical and non-technical teams to identify owners, set delivery/completion dates, and set up mechanisms to ensure programs are on trackThis position will benefit if the candidate is based in our Dublin office.
The candidate is expected to be in the office 3 days per weekAbout the team We are building a world-class support team - committed to helping customers realise the full potential of Rippling - while also adapting to a growing customer base and product ecosystem.
Our Customer Support organization is roughly 400 members, while our Customer Experience organization stretches over 1000+ employees!
We often collaborate closely with our R&D partners to continuously improve our products and services and to ensure our clients receive a stellar end-to-end Rippling experience.
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