Client Support Analyst
Ripple
$92,000 - $110,000 / year
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Description
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.
WHAT YOU’LL DO:
Own the Client Experience
Be the first line of support and a trusted partner to our clients—internally and externally. You’ll 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
Dive Into Technical Operations
Get hands-on with the systems and workflows that power our platform and client success. You’ll 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
Collaborate and Influence
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
WHAT YOU'LL BRING:
You’re curious, solutions-driven, and thrive in a fast-paced, technical environment where no two days are the same.
- 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
- Familiarity with treasury, banking, or accounting concepts (a big advantage)
- 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
What sets you apart:
- You think critically and communicate clearly, breaking down complex issues into actionable solutions
- You’re highly organized and can juggle competing priorities without dropping the ball
- You build trust easily and know how to balance client advocacy with sound judgment
- You sweat the details and take pride in getting things right
For positions that will be based in IL, the annual salary range for this position is below. Actual salaries may vary based on numerous factors including, among other things, an individual applicant’s experience and qualifications for the position. This range does not include equity or additional compensation, such as bonuses or commissions.
WHO WE ARE:
Do Your Best Work
- 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!
Take Control of Your Finances
- 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
Take Care of Yourself
- 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
Benefits listed above are for full-time employees.
Please find our California, UK/EU, Singapore, DIFC, ADGM, Australia, and Switzerland Applicant Privacy Notice for reference.
Benefits
- stock options
- parental leave
- professional development
About this role
Ripple's Client Support Analyst role puts you at the center of the client experience for Ripple Treasury, a SaaS platform serving financial institutions and treasurers worldwide. You'll be the first point of contact for clients navigating treasury management software, handling everything from troubleshooting payment formats and bank connectivity issues to managing credentials and escalating complex problems to the development team. The work is technical and varied—no two days are the same—requiring you to diagnose issues with urgency, keep clients informed throughout resolution, and consistently meet service level agreements while building lasting relationships.
This position suits someone with B2B technical support experience, ideally in SaaS, who is comfortable with APIs, banking systems, and payment infrastructure. While treasury or accounting knowledge is a significant advantage, what matters most is your ability to think critically under pressure, communicate clearly across teams, and stay organized when priorities shift. You'll collaborate with Customer Success, Account Managers, and Solutions teams to solve nuanced client challenges and feed insights back to product teams for continuous improvement.
Based in Chicago with in-office work required, the role offers a $92,000–$110,000 salary, professional development support, competitive benefits including equity, and a flexible culture that values both collaboration and autonomy. You'll work in a fast-paced environment alongside experienced industry leaders, with genuine opportunities to grow your technical and financial systems knowledge.
How this employer is doing
solid
- Expanding
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Pay for this role
$92,000 to $110,000 per year
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