Client Support Analyst
Serve as the main support contact for clients using Ripple Treasury's treasury management software. Resolve client issues and inquiries, troubleshoot payment formats, connectivity, and credentials, collaborate cross-functionally, escalate complex issues, and identify trends for product and process improvements.
Responsibilities
- Act as Tier 1 Support for client interactions.
- Troubleshoot and resolve client issues while maintaining clear communication.
- Prioritize incoming requests and meet SLAs.
- Diagnose payment format, extract, connectivity, and Alliance Lite 2 issues.
- Manage RSA and Symantec credentials.
- Partner with Customer Success, Account Managers, and Solutions teams.
- Escalate deeper investigations to Development with documented insights.
- Identify trends and provide feedback for product and process improvements.
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 abilities.
- Familiarity with treasury, banking, or accounting concepts is advantageous.
- Confidence operating in ambiguity with limited documentation.
- Proactive mindset and passion for continuous learning.
- Commitment to responsive, clear, solutions-oriented customer support.
Benefits
- Professional development budget
- In-office collaboration flexibility with 10+ days per month
- Bi-weekly all-company meeting
- Team offsites, team bonding activities, and happy hours
- Competitive salary, bonuses, and equity
- Physical and mental healthcare, retirement, family forming, and family support benefits
- Employee giving match
- Mobile phone stipend
- R&R days
- Wellness reimbursement and weekly onsite and virtual programming
- Generous vacation policy
- Parental leave and family planning benefits
- Catered lunches and stocked kitchens