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Salary: CAD 88,000 - 0 / annual
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 keeping clients informed throughout the resolution process. You'll work hands-on with the systems and workflows that power the platform, diagnosing and resolving issues related to payment formats, extracts, connectivity (inbound/outbound), Alliance Lite 2, and credential management (RSA and Symantec).
Collaboration is central to the role. You will partner with Customer Success, Account Managers, and Solutions teams to tackle complex client challenges, ensure successful onboarding and transitions, and escalate to Development with clear documentation when deeper investigation is 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, ideally in a SaaS environment, with comfort working with APIs, bank connectivity, and payment formats. Strong analytical and problem-solving abilities are essential, as is familiarity with treasury, banking, or accounting concepts. You should be confident operating in ambiguity, proactive about continuous learning, and passionate about delivering high-quality customer experiences through responsive support and clear communication.
