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Ripple Treasury is seeking a Client Support Analyst to join its Global support team. In this role, you will serve as the primary support contact for clients using Ripple Treasury's SaaS treasury and risk management platform, which helps organizations manage cash, liquidity, payments, and financial risk.
You will own the client experience by acting as Tier 1 support, delivering fast and high-quality resolutions to client issues and inquiries. Your responsibilities include troubleshooting and resolving technical problems with urgency, managing incoming requests to meet SLAs, and maintaining responsive communication throughout the resolution process.
On the technical side, you'll diagnose and resolve issues related to payment formats, data extracts, bank connectivity (inbound/outbound), and platform integrations like Alliance Lite 2. You'll also manage security credentials (RSA and Symantec) and work hands-on with the systems that power client success.
Collaboration is central to this role. You'll partner with Customer Success, Account Managers, and Solutions teams to solve complex client challenges, ensure smooth onboarding and transitions, and escalate issues to Development with clear documentation when needed. You'll also identify trends in client issues and provide actionable feedback to drive product and process improvements.
The ideal candidate has experience in B2B technical support within a SaaS environment, comfort working with APIs and bank connectivity, and strong analytical and problem-solving abilities. Familiarity with treasury, banking, or accounting concepts is a significant advantage. You should be proactive, detail-oriented, organized, and passionate about delivering exceptional customer experiences in a fast-paced, technical environment.
