Ripple

3 months ago

Manager, Client Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Lead a team delivering flawless support for SaaS treasury and risk management solutions. You’ll mentor Client Support Analysts, improve onboarding and training, and manage the client support queue lifecycle with fast, high-quality resolutions. Serve as the go-to expert for complex technical issues, drive continuous improvement using SLAs and client satisfaction metrics, and manage end-to-end escalations in partnership with Customer Success, Solutions, and DevOps.

Location: Chicago, Toronto

Workplace: Onsite

Employment Type: Full time

Job Function: Product Management

Seniority: Manager level

Key Responsibilities

•Inspire, mentor, and develop a team of Client Support Analysts to drive client-first service.
•Improve onboarding and training to help new analysts ramp quickly and build team expertise.
•Own the client support queue lifecycle, driving timely triage, prioritization, and high-quality resolutions.
•Serve as the go-to resource for complex technical challenges and blocking issues.
•Lead and manage escalations end-to-end, partnering cross-functionally to resolve issues and restore client confidence.

Pay and Benefits

Salary: USD 132,000 - 165,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceRetirementParental LeaveLearning BudgetMobile PhonePaid Leave

Key Requirements

•5+ years of hands-on support experience improving support standards with measurable results.
•2+ years in a leadership role with direct oversight and a passion for growing team culture.
•Familiarity with RSA/Symantec and SQL/reporting tools.
•Comfort working with SaaS support tools and implementing innovative solutions.
•Strong communication and collaboration skills for clarifying complex issues and managing multiple priorities.

Experience:5+ yearsSaaS

Skills:LeadershipMentoringAccountabilityCommunicationCross-functional collaboration

Tech Stack:RSASymantecSQLReporting toolsSaaSAI-powered solutionsDevOps

Company Brief

Ripple

Website

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Ripple

3 months ago

Manager, Client Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Chicago, Toronto

Workplace: Onsite

Employment Type: Full time

Job Function: Product Management

Seniority: Manager level

Key Responsibilities

•Inspire, mentor, and develop a team of Client Support Analysts to drive client-first service.
•Improve onboarding and training to help new analysts ramp quickly and build team expertise.
•Own the client support queue lifecycle, driving timely triage, prioritization, and high-quality resolutions.
•Serve as the go-to resource for complex technical challenges and blocking issues.
•Lead and manage escalations end-to-end, partnering cross-functionally to resolve issues and restore client confidence.

Pay and Benefits

Salary: USD 132,000 - 165,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceRetirementParental LeaveLearning BudgetMobile PhonePaid Leave

Key Requirements

•5+ years of hands-on support experience improving support standards with measurable results.
•2+ years in a leadership role with direct oversight and a passion for growing team culture.
•Familiarity with RSA/Symantec and SQL/reporting tools.
•Comfort working with SaaS support tools and implementing innovative solutions.
•Strong communication and collaboration skills for clarifying complex issues and managing multiple priorities.

Experience:5+ yearsSaaS

Skills:LeadershipMentoringAccountabilityCommunicationCross-functional collaboration

Tech Stack:RSASymantecSQLReporting toolsSaaSAI-powered solutionsDevOps

Company Brief

Ripple

Website