Customer Support Analyst

Ridgeline•San Ramon, CA

15h•Hybrid

About The Position

This role is part of an accelerated early-career program designed to build deep customer, product, and operational knowledge across front office, middle office, and back office workflows. The Customer Support Analyst will help triage and resolve customer issues, learn how asset managers use Ridgeline across the investment management lifecycle, and partner with teammates across Customer Experience, Product, and Engineering to create better outcomes for our customers. The role involves working with modern SaaS tools, customer support systems, workflow platforms, and AI-enabled tools. Ridgeline emphasizes a culture where employees act like owners, choose growth over comfort, communicate with transparency, assume positive intent, bias toward action, and bring solutions. Work authorization in the United States without employer sponsorship is required.

Requirements

Early-career professional with a strong interest in customer support, business operations, technology, or fintech
Bachelor’s degree in Business, Information Systems, Finance, Computer Science, or a related field, or equivalent practical experience
Curiosity about asset management, SaaS products, customer operations, and front/back office workflows
Strong written and verbal communication skills with the ability to explain complex topics simply
Aptitude for problem solving, pattern recognition, and learning new systems quickly
Comfort working with tools such as ticketing systems, knowledge bases, collaboration platforms, spreadsheets, and AI-enabled productivity tools
Ability to receive feedback, ask thoughtful questions, and apply learning quickly
Customer-first mindset with patience, professionalism, and a desire to help others succeed
Interest in building a long-term career in Customer Experience (Support, Consulting, Operations, etc) or related customer-facing functions
Serious interest in having fun at work

Nice To Haves

Internship, part-time, or project experience in customer service, operations, finance, technology, or business analysis
Exposure to Salesforce, Atlassian, Slack, AI Tools, Google Workspace, or similar tools
Familiarity with investment management, accounting, reconciliation, data operations, or financial markets
Interest in growing into a specialized CX role over time

Responsibilities

Learn Ridgeline workflows across front office, middle office, and back office domains, including portfolio management, trading-adjacent workflows, reconciliation, reporting, data operations, and customer issue triage
Participate in an accelerated development program that builds product fluency, customer empathy, operational understanding, and cross-functional context
Investigate customer questions by gathering context, reviewing documentation, analyzing workflow behavior, and partnering with teammates to identify next steps
Draft customer-ready responses that explain issues, set expectations, and summarize progress clearly
Build a personal knowledge base of common issues, product areas, process steps, customer workflows, and escalation paths
Collaborate with Customer Support, Consulting, Education Services, Product, Engineering, and other CX teams to resolve customer needs
Identify recurring patterns in support requests and contribute ideas that improve documentation, processes, training, and customer outcomes
Own assigned ticket lanes as your skills grow, while knowing when to ask for help or escalate
Explore potential career paths across Customer Experience as you build readiness for future placement based on business need, demonstrated capability, and your developing interests
Contribute to a collaborative environment rooted in learning, teaching, transparency, and continuous improvement
Think creatively, own problems, seek solutions, and communicate clearly along the way