Ripple - Open Role — Client Support Analyst
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Requirements
• 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
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
Benefits
• Competitive benefits that cover physical and mental healthcare, retirement, family forming, and family support • Employee giving match • Mobile phone stipend • Take Care of Yourself • 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 • Benefits listed above are for full-time employees.
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