Manager, Client Support NAM

Ripple•Chicago, IL

13h•Hybrid

About The Position

At Ripple, we’re building a world where value moves like information does today. Through our crypto solutions for financial institutions, businesses, governments and developers, we are improving the global financial system and creating greater economic fairness and opportunity for more people, in more places around the world. Ripple Treasury (formerly GTreasury) is the leading innovator of integrated SaaS treasury and risk management solutions for the digital treasurer. Developed using the latest technology, Ripple Treasury helps empower organizations on their path to strategic treasury, by enabling total visibility into their cash, liquidity, payments and financial risk management. This role is for a Manager, Client Support (EMEA) who will play a key part in delivering flawless service with innovative SaaS treasury and risk management solutions, leading a dynamic team and managing processes that 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
A grasp of financial theory and treasury management

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

Benefits

The opportunity to build in a fast-paced start-up environment with experienced industry leaders
A learning environment where you can dive deep into the latest technologies and make an impact. A professional development budget to support other modes of learning.
Thrive in an environment where no matter what race, ethnicity, gender, origin, or culture they identify with, every employee is a respected, valued, and empowered part of the team.
In-office collaboration for moments that matter is important to our culture, and we give managers and teams the flexibility to decide which 10+ days a month they come in.
Bi-weekly all-company meeting - business updates and ask me anything style discussion with our Leadership Team
We come together for moments that matter which include team offsites, team bonding activities, happy hours and more!
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