Client Support Analyst

Ripple is a company focused on improving the global financial system through innovative crypto solutions. They are seeking a Client Support Analyst to serve as the front line for clients using their treasury management platform, ensuring that issues are resolved efficiently and clients feel supported throughout their experience. Responsibilities Be the front line for our clients and a trusted partner across the business—you’re who people count on when things matter most Own issues end-to-end troubleshoot, communicate clearly, and drive fast, high-quality resolutions that build trust and long-term relationships Manage and prioritize incoming requests to hit SLAs without sacrificing quality (and know when to flex when things get busy) Get hands-on with the systems behind the scenes—dig into payment formats, extracts, connectivity (inbound/outbound), and Alliance Lite 2 to diagnose and resolve issues Work cross-functionally with Customer Success, Account Managers, Solutions, and Engineering to solve complex problems and keep clients moving forward Escalate when needed with clear, well-documented context that helps Development move quickly Spot patterns in client issues and turn them into actionable insights to improve our product, processes, and overall client experience Continuously look for ways to make support faster, smarter, and more scalable as we grow Provide reliable coverage beyond standard business hours—including weekends and holidays when needed—to ensure clients are consistently supported and critical issues are addressed without delay Skills You're curious and solutions-driven—you like figuring things out and moving fast in environments where priorities shift and no two days look the same You break down complex technical issues into clear, actionable steps and communicate them in a way that actually makes sense to clients and teammates You're organized and can juggle multiple priorities without dropping the ball (or letting things stall) You build trust quickly and know how to balance strong client advocacy with good judgment You sweat the details, take ownership, and care about getting things right You've worked in B2B technical support, ideally in a SaaS environment, and are comfortable navigating APIs, bank connectivity, and payment formats is a bonus You're a strong troubleshooter who can read logs, dig into issues, and work through complex systems without getting lost You have working knowledge of SQL and reporting tools; experience with RSA, Symantec, or similar tools is a nice to have Familiarity with treasury, banking, or accounting concepts is a big plus You're comfortable operating in ambiguity, especially when documentation is limited, and you don't wait around to be told what to do You're proactive, always learning, and constantly looking for ways to improve how things work Experience with RSA, Symantec, or similar tools is a nice to have Familiarity with treasury, banking, or accounting concepts is a big plus Benefits 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! 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 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 Company Overview Ripple is a provider of stablecoin-powered cross-border payments and digital asset custody solutions. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 501-1000 employees. Its website is http//ripple.com. Apply To This Job