Support Analyst

Job Description

Benefits Operations Associate, Carrier Connections | Rippling

The Tone:
This is a full-time hybrid role at Rippling, located in San Francisco, CA. Rippling gives businesses a single platform to manage HR, IT, and Finance, consolidating workforce systems such as payroll, expenses, and benefits into one unified system. This role is crucial for the Benefits Operations team, which is responsible for enrolling US-based companies in appropriate benefits and managing thousands of enrollments annually. The associate will directly impact the success of Rippling’s Benefits platform by resolving issues and contributing to system improvements.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: Hybrid, San Francisco, CA
• Pay: $20–$32 hourly
• Team: Benefits Operations
• Mission: Resolve process and system issues, contribute to fixes, and prevent issues impacting benefits and coverage.

What You’ll Actually Do
• Contact Point: Act as the primary point of contact for US-based customers, insurance carriers, and internal partners for benefits and enrollment issues.
• Issue Resolution: Own the end-to-end resolution of issues related to benefits and enrollments.
• Problem Solving: Root cause complex issues and collaborate with Product/Engineering to implement enhancements through process and automation.
• Stakeholder Communication: Communicate with stakeholders throughout the duration of assigned projects.
• Escalation Management: Manage complex escalations and issue resolution.

The Must-Haves
• Background: Entry-Level. Understanding of US-based benefits and enrollment processes.
• Experience: 1-3 years of experience in a customer-facing operational role such as implementation, support, or operations within a US-based organization.
• Skills: Strong written and verbal communication skills, strong project management and organizational skills, strong problem-solving, research, and conflict resolution skills.
• Bonus: Prior experience at a SaaS/start-up company.