Manager, Client Support NAM

Ripple • Chicago, IL

4d

About The Position

At Ripple, the mission is to build a world where value moves like information does today, utilizing crypto solutions for financial institutions, businesses, governments, and developers to improve the global financial system and create greater economic fairness. Ripple Treasury (formerly GTreasury) is a leading innovator of integrated SaaS treasury and risk management solutions, designed to empower organizations with total visibility into their cash, liquidity, payments, and financial risk management. The company is seeking a Manager, Client Support who will play a key role in delivering flawless service with these innovative SaaS treasury and risk management solutions. This role involves leading a dynamic team and managing processes to ensure excellent client experiences.

Requirements

• 5+ years of hands-on support experience with a track record of improving the standard, not just meeting it
• 2+ years in a leadership position involving direct oversight of individuals, with a genuine passion for growing others and building team culture
• Comfortable working with SaaS support tools, with a focus on recognizing and implementing innovative solutions
• A proven, consistent record of improving support benchmarks with the data to back it up and the drive to keep pushing
• A natural communicator and collaborator, you clarify complex issues and manage multiple priorities without losing focus. You build cross-functional trust that helps things get done together
• A deep commitment to your own growth and an infectious motivation to build high-performing, resilient teams around you

Nice To Haves

• Familiarity with RSA/Symantec and SQL/reporting tools is a plus
• A grasp of financial theory and treasury management is a bonus

Responsibilities

• Inspire, mentor, and develop a team of Client Support Analysts, cultivating a culture where curiosity, accountability, and client-first thinking drive every interaction
• Improve our onboarding and training programs by crafting experiences that ensure new analysts start off strong and steadily increase the team's overall expertise
• Own the Client Support queue lifecycle with precision driving timely triage, prioritization, and fast, high-quality resolution
• Step in as the go-to resource for complex technical challenges, bringing calm, curiosity, and expertise to every blocking issue
• Obsess over the metrics that matter. SLAs, queue health, resolution times, and client satisfaction using data to continuously improve
• Maintain a solid technical foundation across the team while promoting a culture of shared expertise, accessible documentation, and continuous learning
• Stay ahead of the curve by reviewing and incorporating innovative support tools including AI-powered solutions to improve team efficiency and ensure an exceptional client experience
• Be the passionate, informed voice of your team in cross-functional conversations advocating for your clients and your team clearly and confidently
• Lead and manage escalations end-to-end, bringing structure, urgency, and clear communication to high-impact issues while partnering cross-functionally to drive swift resolution and restore client confidence
• Coordinate the right internal resources when complexity demands it. Rally Customer Success Managers, Solutions Team members, and DevOps to address challenging issues together. Ensure no client problem goes unresolved
• Provide on-call coverage as needed, including weekends and holidays, ensuring consistent support for critical issues and a seamless client experience at all times

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1-10 employees