Manager, Client Support
Ripple provides crypto and blockchain solutions for enterprises, enabling global financial entities to move, manage, and tokenize value. They focus on improving existing financial systems through partnerships and regulatory compliance, with products used in over 50 countries.
About Ripple
Ripple is an enterprise blockchain and crypto solutions company that aims to enable the world to move value as seamlessly as information moves today. Their mission is to build breakthrough crypto solutions for a world without economic borders. Using blockchain technology, Ripple facilitates global financial institutions, businesses, governments, and developers to move, manage, and tokenize value, thereby unlocking greater economic opportunity. The company works within existing financial systems to improve them, partnering with customers to streamline infrastructure and collaborating with regulators to ensure solutions are secure and compliant. Ripple's products are in commercial use by hundreds of customers across more than 50 countries, helping them expand into new markets, access liquidity solutions, and generate crypto-enabled revenue streams. They also support developers by providing tools for building on the XRP Ledger, a fast and sustainable public blockchain. Ripple’s payments, custody and stablecoin solutions empower financial institutions to integrate blockchain and digital assets into their business in a simple, secure, compliant way—all in one place. From instant payments to asset tokenization, blockchain and crypto are happening right now, across the world. It’s happening to suppliers, to retailers, to exchanges, to currencies, to sectors, to industries, to markets, and to global businesses. And it’s happening with Ripple.
Skills
About the Role
You'll lead a dynamic team of Client Support Analysts and manage the processes that ensure excellent client experiences with our SaaS treasury and risk management solutions. You'll inspire, mentor, and develop your team, cultivating a culture of curiosity, accountability, and client-first thinking. You'll improve onboarding and training programs to help new analysts ramp up quickly and grow their expertise over time. You'll own the support queue lifecycle, driving timely triage, prioritization, and fast resolution of client issues. You'll be the go-to resource for complex technical challenges, bringing calm and expertise to blocking issues, and you'll obsess over metrics like SLAs, queue health, resolution times, and client satisfaction to continuously improve the team's performance. You'll stay ahead of the curve by evaluating new support tools, including AI-powered solutions, to boost efficiency. You'll represent your team in cross-functional conversations, advocating clearly for clients and colleagues alike, and you'll lead escalations end-to-end, coordinating with Customer Success Managers, Solutions Team members, and DevOps to resolve challenging issues and restore client confidence.
Requirements
- 5+ years of hands-on support experience
- 2+ years in a leadership position with direct oversight of individuals
- Familiarity with RSA/Symantec and SQL/reporting tools is a plus
- Comfortable working with SaaS support tools
- Proven, consistent record of improving support benchmarks
- Strong communication and collaboration skills
- Grasp of financial theory and treasury management is a bonus
Responsibilities
- Inspire, mentor, and develop a team of Client Support Analysts
- Improve onboarding and training programs for new analysts
- Own the Client Support queue lifecycle including triage, prioritization, and resolution
- Serve as the go-to resource for complex technical challenges
- Track and improve SLAs, queue health, resolution times, and client satisfaction metrics
- Maintain technical expertise across the team and promote documentation and continuous learning
- Review and incorporate innovative support tools including AI-powered solutions
- Represent the team's perspective in cross-functional conversations
- Lead and manage escalations end-to-end
- Coordinate internal resources such as Customer Success Managers, Solutions Team members, and DevOps to resolve complex client issues
Benefits
- Professional development budget
- Competitive bonuses and equity
- Competitive benefits covering physical and mental healthcare, retirement, family forming, and family support
- Employee giving match
- Mobile phone stipend
- R&R days
- Generous wellness reimbursement and weekly onsite & virtual programming
- Generous vacation policy
- Industry-leading parental leave policies and family planning benefits
- Catered lunches and fully-stocked kitchens with premium snacks/beverages