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 of Client Support Analysts for integrated SaaS treasury and risk management solutions, ensuring a flawless client experience. Own the support queue lifecycle—triage, prioritization, and high-quality resolutions—while serving as the go-to expert for complex technical issues and escalations. Drive continuous improvements using SLAs, queue health, resolution times, and client satisfaction metrics. Improve onboarding and training and explore innovative, AI-powered support tools.

Location: Toronto, Chicago

Workplace: Hybrid

Employment Type: Full time

Job Function: Product Management

Seniority: Manager level

Key Responsibilities

•Inspire, mentor, and develop a team of Client Support Analysts while fostering client-first thinking and accountability.
•Improve onboarding and training programs to help new analysts ramp up and strengthen overall team expertise.
•Own the client support queue lifecycle, driving timely triage, prioritization, and fast, high-quality resolutions.
•Serve as the go-to resource for complex technical challenges and lead escalations end-to-end with clear communication.
•Track and improve key support metrics (SLAs, queue health, resolution times, client satisfaction) and coordinate internal resources for complex issues.

Pay and Benefits

Perks:Health InsuranceRetirementParental LeaveLearning BudgetMobile PhoneWellness Stipend

Key Requirements

•5+ years of hands-on support experience, with a track record of improving support standards using data.
•2+ years in a leadership position with direct oversight of individuals and a passion for growing teams.
•Familiarity with RSA/Symantec and SQL/reporting tools (plus).
•Comfortable working with SaaS support tools and implementing innovative solutions.
•Strong communication and collaboration skills, including managing multiple priorities and clarifying complex issues.

Experience:5+ yearsSaaSTreasury managementRisk managementFinancial servicesCryptocurrency

Skills:MentorshipLeadershipCommunicationCollaborationPrioritization

Languages:English

Tech Stack:SQLRSASymantecSaaSAI-powered solutionsDevOps

Company Brief

Ripple

Website

Loading job details...

Preparing the role view and application actions.

Ripple

2 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: Toronto, Chicago

Workplace: Hybrid

Employment Type: Full time

Job Function: Product Management

Seniority: Manager level

Key Responsibilities

•Inspire, mentor, and develop a team of Client Support Analysts while fostering client-first thinking and accountability.
•Improve onboarding and training programs to help new analysts ramp up and strengthen overall team expertise.
•Own the client support queue lifecycle, driving timely triage, prioritization, and fast, high-quality resolutions.
•Serve as the go-to resource for complex technical challenges and lead escalations end-to-end with clear communication.
•Track and improve key support metrics (SLAs, queue health, resolution times, client satisfaction) and coordinate internal resources for complex issues.

Pay and Benefits

Perks:Health InsuranceRetirementParental LeaveLearning BudgetMobile PhoneWellness Stipend

Key Requirements

•5+ years of hands-on support experience, with a track record of improving support standards using data.
•2+ years in a leadership position with direct oversight of individuals and a passion for growing teams.
•Familiarity with RSA/Symantec and SQL/reporting tools (plus).
•Comfortable working with SaaS support tools and implementing innovative solutions.
•Strong communication and collaboration skills, including managing multiple priorities and clarifying complex issues.

Experience:5+ yearsSaaSTreasury managementRisk managementFinancial servicesCryptocurrency

Skills:MentorshipLeadershipCommunicationCollaborationPrioritization

Languages:English

Tech Stack:SQLRSASymantecSaaSAI-powered solutionsDevOps

Company Brief

Ripple

Website