Client Support Analyst

Ripple
Chicago, Toronto
Workplace: OnsiteFull timeCAD 88,000 - 105,000 annuallyFunction: Product ManagementSkills: ["Communication","Problem-solving","Organization","Stakeholder management","Customer service"]

Serve as the first line of support for clients using treasury management software. Triage and resolve Tier 1 issues with urgency and clarity, troubleshoot payment formats, extracts, connectivity, and Alliance Lite 2 problems, and manage RSA and Symantec credentials. Collaborate with Customer Success, Account Managers, Solutions, and Development to ensure smooth onboarding, escalate well-documented insights, and improve processes based on recurring client trends.

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FursaFursa
Ripple
Ripple
2 days ago

Client Support Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Serve as the first line of support for clients using treasury management software. Triage and resolve Tier 1 issues with urgency and clarity, troubleshoot payment formats, extracts, connectivity, and Alliance Lite 2 problems, and manage RSA and Symantec credentials. Collaborate with Customer Success, Account Managers, Solutions, and Development to ensure smooth onboarding, escalate well-documented insights, and improve processes based on recurring client trends.
Location: Chicago, Toronto
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Act as Tier 1 support and main client contact, delivering fast, high-quality resolutions.
  • •Troubleshoot and resolve issues related to payment formats and extracts, connectivity, and Alliance Lite 2.
  • •Manage RSA and Symantec credentials and help keep platform/support operations running smoothly.
  • •Collaborate cross-functionally with Customer Success, Account Managers, and Solutions to support onboarding and transitions.
  • •Escalate to Development with clear, documented insights and identify trends to improve products and processes.

Pay and Benefits

Salary: CAD 88,000 - 105,000 annually
Perks:Learning BudgetRetirementParental LeaveMobile StipendWellness StipendPaid Leave

Key Requirements

  • •Experience in B2B technical support, ideally in a SaaS environment.
  • •Comfort working with APIs, bank connectivity, and payment formats.
  • •Strong analytical and problem-solving skills to assess complex issues and identify root causes.
  • •Familiarity with treasury, banking, or accounting concepts.
  • •Ability to work in ambiguity with limited documentation and maintain a proactive, continuous-improvement mindset.
Experience:B2BSaaSFinancial services
Skills:CommunicationProblem-solvingOrganizationStakeholder managementCustomer service
Languages:English
Tech Stack:APIsAlliance Lite 2RSASymantec

Company Brief

Ripple
Builds blockchain-based payment and liquidity infrastructure for financial institutions and enterprises. Its products support cross-border payments, crypto liquidity, and digital asset settlement.
Industry: Fintech Infrastructure
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn