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.

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Skills

Accounting Api B2b Support Bank Connectivity Banking Client Support Communication Payment Format Problem Solving Saas Technical Support Treasury Troubleshooting

Candidate Availability

Hybrid · Toronto · Required

Required and preferred rules are kept separate and reflect the wording in the original posting.

About the Role

You will serve as the main support contact for clients using treasury management software. You will provide Tier 1 support, troubleshoot payment and connectivity issues, manage credentials, prioritize requests, collaborate with internal teams, escalate complex problems, and identify trends that improve products and processes.

Requirements

Experience in B2B technical support ideally in a SaaS environment
Familiarity with APIs bank connectivity and payment formats
Strong analytical and problem-solving abilities
Familiarity with treasury banking or accounting concepts
Ability to operate in ambiguous situations
Clear communication and strong organizational skills
Proactive approach to continuous learning and improvement

Responsibilities

Act as the first line of client support
Troubleshoot and resolve payment format extract and connectivity issues
Manage RSA and Symantec credentials
Prioritize incoming requests and meet SLAs
Collaborate with Customer Success Account Managers and Solutions teams
Escalate complex issues to Development with clear documentation
Identify client issue trends and recommend product and process improvements

Benefits

Equity compensation
Competitive benefits covering physical and mental healthcare retirement family forming and family support
Employee giving match
Mobile phone stipend
R&R days
Wellness reimbursement
Weekly onsite and virtual wellness programming
Generous vacation policy
Parental leave and family planning benefits
Catered lunches
Fully stocked kitchens
Employee events