Client Support Analyst
About The Position
Ripple Treasury (formerly GTreasury) is the leading innovator of integrated SaaS treasury and risk management solutions for the digital treasurer. Developed with the latest technology, Ripple Treasury empowers organizations on their path to strategic treasury. It enables total access to cash, liquidity, payments, and financial risk management. We are hiring a Client Support Analyst to join our expanding Global team. You will serve as the main support contact for clients using our treasury management software. Your responsibilities involve addressing client issues and inquiries promptly and professionally. You will collaborate with various teams to deliver expert client solutions. This role offers outstanding exposure to the financial risk management approaches of leading international organizations.
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 with the capability to assess complex issues, identify root causes, and make informed decisions in a fast-paced environment
- Confidence operating in ambiguity—especially when documentation is limited
- A proactive mindset with a passion for continuous learning and improvement
- Passionate about delivering a high-quality customer experience through responsive support, clear communication, and a solutions-oriented mindset
Nice To Haves
- Familiarity with treasury, banking, or accounting concepts (a big advantage)
- You think critically and communicate clearly, breaking down complex issues into actionable solutions
- You’re highly organized and can juggle competing priorities without dropping the ball
- You build trust easily and know how to balance client advocacy with sound judgment
- You sweat the details and take pride in getting things right
Responsibilities
- Act as Tier 1 Support, ensuring every client interaction is responsive, knowledgeable, and solution-focused
- Troubleshoot and resolve issues with urgency and clarity, keeping clients informed every step of the way
- Prioritize and manage incoming requests to consistently meet SLAs and exceed expectations
- Diagnose and resolve issues related to payment formats and extracts, connectivity (inbound/outbound), and Alliance Lite 2
- Manage RSA and Symantec credentials
- Partner with Customer Success, Account Managers and Solutions teams to tackle nuanced client challenges and ensure clients are successfully onboarded and transitioned to Client Support
- Escalate to Development with clear, well-documented insights when deeper investigation is needed
- Identify trends in client issues and provide actionable feedback to drive product and process improvements
Benefits
- Professional development budget to support other modes of learning
- Competitive salary, bonuses, and equity
- Competitive benefits that cover physical and mental healthcare, retirement, family forming, and family support
- Employee giving match
- Mobile phone stipend
- R&R days so you can rest and recharge
- Generous wellness reimbursement and weekly onsite & virtual programming
- Generous vacation policy - work with your manager to take time off when you need it
- Industry-leading parental leave policies
- Family planning benefits
- Catered lunches, fully-stocked kitchens with premium snacks/beverages, and plenty of fun events
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
