Ripple - Open Role — Manager, Client Support NAM
Requirements
• 5+ years of hands-on support experience with a track record of improving the standard, not just meeting it. • 2+ years in a leadership position involving direct oversight of individuals, with a genuine passion for growing others and building team culture. • Familiarity with RSA/Symantec and SQL/reporting tools is a plus • Comfortable working with SaaS support tools, with a focus on recognizing and implementing innovative solutions. • A proven, consistent record of improving support benchmarks with the data to back it up and the drive to keep pushing. • A natural communicator and collaborator, you clarify complex issues and manage multiple priorities without losing focus. You build cross-functional trust that helps things get done together. • A deep commitment to your own growth and an infectious motivation to build high-performing, resilient teams around you. • A grasp of financial theory and treasury management is a bonus.
Responsibilities
• Inspire, mentor, and develop a team of Client Support Analysts, cultivating a culture where curiosity, accountability, and client-first thinking drive every interaction. • Improve our onboarding and training programs by crafting experiences that ensure new analysts start off strong and steadily increase the team's overall expertise. • Own the Client Support queue lifecycle with precision driving timely triage, prioritization, and fast, high-quality resolution. • Step in as the go-to resource for complex technical challenges, bringing calm, curiosity, and expertise to every blocking issue. • Obsess over the metrics that matter. SLAs, queue health, resolution times, and client satisfaction using data to continuously improve. • Maintain a solid technical foundation across the team while promoting a culture of shared expertise, accessible documentation, and continuous learning. • Stay ahead of the curve by reviewing and incorporating innovative support tools including AI-powered solutions to improve team efficiency and ensure an exceptional client experience. • Be the passionate, informed voice of your team in cross-functional conversations advocating for your clients and your team clearly and confidently. • Lead and manage escalations end-to-end, bringing structure, urgency, and clear communication to high-impact issues while partnering cross-functionally to drive swift resolution and restore client confidence. • Coordinate the right internal resources when complexity demands it. Rally Customer Success Managers, Solutions Team members, and DevOps to address challenging issues together. Ensure no client problem goes unresolved.
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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