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 will lead a dynamic team of Client Support Analysts and manage the processes that ensure excellent client experiences with Ripple Treasury's SaaS treasury and risk management solutions. You'll inspire and mentor your team while improving onboarding and training programs so new analysts ramp up quickly. You'll own the support queue lifecycle, driving timely triage, prioritization, and high-quality resolution, and you'll step in as the go-to resource for complex technical challenges. You'll track and act on the metrics that matter most, using data to continuously improve SLAs, queue health, resolution times, and client satisfaction. You'll champion innovative support tools, including AI-powered solutions, to boost team efficiency. You'll represent your team in cross-functional conversations, lead escalations end-to-end with clear communication, and coordinate with Customer Success Managers, Solutions Team members, and DevOps to resolve challenging client issues together.
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 record of improving support benchmarks with data
- 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 SLAs, queue health, resolution times, and client satisfaction metrics
- Maintain technical expertise across the team and promote shared documentation
- Review and incorporate innovative support tools including AI-powered solutions
- Represent the team's voice in cross-functional conversations
- Lead and manage escalations end-to-end with clear communication
- Coordinate internal resources such as Customer Success Managers, Solutions Team members, and DevOps
Benefits
- Professional development budget
- In-office collaboration flexibility (10+ days a month)
- Bi-weekly all-company meeting with leadership Q&A
- Team offsites, team bonding activities, and happy hours
- 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, fully-stocked kitchens with premium snacks/beverages, and fun events