Client Support Analyst
Ripple provides payments, custody and stablecoin solutions that help financial institutions integrate blockchain and digital assets.
Funding history
Investors
Projects
About Ripple
Ripple helps financial institutions transform global payments by providing blockchain-powered infrastructure for cross-border payments, digital asset custody, and stablecoin solutions. With it, users can enable instant settlements, reduce costs, and access new markets. The company was originally founded as OpenCoin in 2012 and rebranded to Ripple in 2015.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
Serve as the main support contact for clients using Ripple Treasury's treasury management software. Resolve client issues and inquiries, troubleshoot payment formats, connectivity, and credentials, collaborate cross-functionally, escalate complex issues, and identify trends for product and process improvements.
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.
- Familiarity with treasury, banking, or accounting concepts is advantageous.
- Confidence operating in ambiguity with limited documentation.
- Proactive mindset and passion for continuous learning.
- Commitment to responsive, clear, solutions-oriented customer support.
Responsibilities
- Act as Tier 1 Support for client interactions.
- Troubleshoot and resolve client issues while maintaining clear communication.
- Prioritize incoming requests and meet SLAs.
- Diagnose payment format, extract, connectivity, and Alliance Lite 2 issues.
- Manage RSA and Symantec credentials.
- Partner with Customer Success, Account Managers, and Solutions teams.
- Escalate deeper investigations to Development with documented insights.
- Identify trends and provide feedback for product and process improvements.
Benefits
- Professional development budget
- In-office collaboration flexibility with 10+ days per month
- Bi-weekly all-company meeting
- Team offsites, team bonding activities, and happy hours
- Competitive salary, bonuses, and equity
- Physical and mental healthcare, retirement, family forming, and family support benefits
- Employee giving match
- Mobile phone stipend
- R&R days
- Wellness reimbursement and weekly onsite and virtual programming
- Generous vacation policy
- Parental leave and family planning benefits
- Catered lunches and stocked kitchens