Client Support Analyst at Ripple

📋 Description

• Own the Client Experience as first line of support; deliver fast, quality resolutions.
• Act as Tier 1 Support; ensure client interactions are responsive.
• Troubleshoot and resolve issues with urgency; keep clients informed every step.
• Prioritize requests to meet SLAs and exceed expectations.
• Diagnose payments, connectivity, and Alliance Lite 2 issues; manage RSA/Symantec credentials.
• Collaborate with CS, AMs, and Solutions to onboard clients and improve.

🎯 Requirements

• B2B technical support experience, ideally in a SaaS environment.
• Comfort with APIs, bank connectivity, and payment formats.
• Strong analytical and problem-solving abilities to assess complex issues quickly.
• Familiarity with treasury, banking, or accounting concepts (advantage).
• Ability to operate in ambiguity; documentation-limited environments; proactive learner.
• Passionate about delivering high-quality customer experience with clear communication.

🎁 Benefits

• R&R days to rest and recharge.
• Wellness reimbursement and weekly onsite & virtual programming.
• Generous vacation policy; work with your manager to take time off when you need it.
• Parental leave policies and family planning benefits.
• Catered lunches and fully-stocked kitchens with premium snacks/beverages.
• Employee giving match and mobile phone stipend.