Client Support Analyst
Ripple • Chicago, IL4d
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Client Support Analyst
Ripple•Chicago, IL
About The Position
At Ripple, we’re building a world where value moves like information does today. It’s big, it’s bold, and we’re already doing it. 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. And we get to do the best work of our career and grow our skills surrounded by colleagues who have our backs. If you’re ready to see your impact and unlock incredible career growth opportunities, join us, and build real world value. THE WORK: 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
- Think critically and communicate clearly, breaking down complex issues into actionable solutions
- Highly organized and can juggle competing priorities without dropping the ball
- Build trust easily and know how to balance client advocacy with sound judgment
- Sweat the details and take pride in getting things right
Nice To Haves
- Familiarity with treasury, banking, or accounting concepts (a big advantage)
Responsibilities
- Be the first line of support and a trusted partner to our clients—internally and externally.
- Deliver fast, thoughtful, and high-quality resolutions that build confidence and long-term relationships.
- 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
- Get hands-on with the systems and workflows that power our platform and client success.
- Play a key role in keeping operations running smoothly while continuously improving how we support and scale.
- Diagnose and resolve issues related to payment formats and extracts, connectivity (inbound/outbound), and Alliance Lite 2
- Manage RSA and Symantec credentials
- Work cross-functionally to solve complex problems, improve processes, and elevate the overall client experience.
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Job Search Resources
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