Client Support Analyst

Ripple
Chicago, Toronto
Workplace: OnsiteFull timeUSD 92,000 - 110,000 annuallyFunction: Product ManagementSkills: ["Communication","Problem-solving","Analytical thinking","Organization","Continuous learning"]

Serve as the first line of support for clients using treasury management software, providing fast, thoughtful resolutions and managing requests to meet SLAs. Tackle Tier 1 troubleshooting across payment formats, extracts, connectivity, and Alliance Lite 2, and manage RSA/Symantec credentials. Collaborate cross-functionally with Customer Success, Account Managers, Solutions, and Development to onboard clients, resolve nuanced issues, and surface trends to improve products and processes.

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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, providing fast, thoughtful resolutions and managing requests to meet SLAs. Tackle Tier 1 troubleshooting across payment formats, extracts, connectivity, and Alliance Lite 2, and manage RSA/Symantec credentials. Collaborate cross-functionally with Customer Success, Account Managers, Solutions, and Development to onboard clients, resolve nuanced issues, and surface trends to improve products and processes.
Location: Chicago, Toronto
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Own client experience as the first line of support, delivering fast, high-quality resolutions that build long-term relationships.
  • •Act as Tier 1 support, troubleshooting and resolving issues with urgency and keeping clients informed throughout.
  • •Diagnose and resolve technical issues related to payment formats and extracts, inbound/outbound connectivity, and Alliance Lite 2.
  • •Manage RSA and Symantec credentials and ensure systems/workflows run smoothly while improving support and scaling.
  • •Collaborate cross-functionally with Customer Success, Account Managers, Solutions, and Development to escalate clearly documented insights and improve onboarding and processes.

Pay and Benefits

Salary: USD 92,000 - 110,000 annually
Equity and Bonus:Equity
Perks:Learning BudgetWellness StipendParental LeaveRetirementMobile Phone

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 is a big advantage.
  • •Able to operate confidently in ambiguity with limited documentation.
Experience:SaaSB2BTreasuryBankingAccounting
Skills:CommunicationProblem-solvingAnalytical thinkingOrganizationContinuous learning
Languages:English
Tech Stack:APIsBank connectivityPayment formatsExtractsAlliance 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