Benefits Support Analyst, Missed Enrollments (US)

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 Support Analyst to resolve process and system issues as they arise, and to help root cause and contribute to 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 clients, 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
• Communicate with stakeholders throughout the duration of assigned projects
• Manage complex escalations and issues

What you will need

• 2-4 years of experience in a customer-facing operational role, such as implementation, support, or operations with US-based insurance and benefits experience required.
• Strong communication skills (written and verbal)
• 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
• Strong desire to learn about subject matter and new processes surrounding the work
• Prior experience at a Saas/start-up company preferred
• Experience using SFDC or other similar support-ticketing systems (Zendesk, etc.)
• Experience with Jira

Nice to Have

• Knowledge of EDI/API Configurations and Setups
• Client De-escalation experience
• Professional use of AI: Experience building skills, workflow, and automations

Additional Information

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.

• The hourly for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.
• A variety of factors are considered when determining someone's compensation-including a candidate's professional background, experience, and location. Final offer amounts may vary from the amounts listed below.
• #Li-Remote