Client Support Analyst

Ripple; Toronto; On-site; CAD 60,000 - 90,000; Full time

Job summary

Ripple is seeking a Client Support Analyst to join its Global team to serve as the main contact for clients using our treasury management software. You will address client issues promptly, collaborate with cross-functional teams, and contribute to improving the client experience in a fast-paced SaaS environment.

You will troubleshoot, manage SLA expectations, and work with APIs, bank connectivity, and payment formats to ensure successful onboarding and ongoing client success.

Qualifications

• Experience in B2B technical support, ideally in a SaaS environment.
• Comfort working with APIs, bank connectivity, and payment formats
• Strong analytical and problem-solving abilities with the capability to assess complex issues, identify root causes, and make informed decisions in a fast-paced environment
• Familiarity with treasury, banking, or accounting concepts (a big advantage)
• Confidence operating in ambiguity—especially when documentation is limited
• A proactive mindset with a passion for continuous learning and improvement
• Passionate about delivering a high-quality customer experience through responsive support, clear communication, and a solutions-oriented mindset

Responsibilities

• Act as Tier 1 Support, ensuring every client interaction is responsive, knowledgeable, and solution-focused
• Troubleshoot and resolve issues with urgency and clarity, keeping clients informed every step of the way
• Prioritize and manage incoming requests to consistently meet SLAs and exceed expectations
• Diagnose and resolve issues related to payment formats and extracts, connectivity (inbound/outbound), and Alliance Lite 2
• Manage RSA and Symantec credentials
• Partner with Customer Success, Account Managers and Solutions teams to tackle nuanced client challenges and ensure clients are successfully onboarded and transitioned to Client Support
• Escalate to Development with clear, well-documented insights when deeper investigation is needed
• Identify trends in client issues and provide actionable feedback to drive product and process improvements

Skills

B2B technical support

SaaS experience

APIs & bank connectivity

Analytical thinking

Treasury knowledge

Job description

At Ripple, we’re building a world where value moves like information does today. It’s big, it’s bold, and we’re already doing it. Through our crypto solutions for financial institutions, businesses, governments and developers, we are improving the global financial system and creating greater economic fairness and opportunity for more people, in more places around the world. And we get to do the best work of our career and grow our skills surrounded by colleagues who have our backs.

If you’re ready to see your impact and unlock incredible career growth opportunities, join us, and build real world value.

THE WORK:

Ripple Treasury (formerly GTreasury) is the leading innovator of integrated SaaS treasury and risk management solutions for the digital treasurer. Developed with the latest technology, Ripple Treasury empowers organizations on their path to strategic treasury. It enables total access to cash, liquidity, payments, and financial risk management.

We are hiring a Client Support Analyst to join our expanding Global team. You will serve as the main support contact for clients using our treasury management software. Your responsibilities involve addressing client issues and inquiries promptly and professionally. You will collaborate with various teams to deliver expert client solutions. This role offers outstanding exposure to the financial risk management approaches of leading international organizations.

WHAT YOU’LL DO:

Own the Client Experience

Be the first line of support and a trusted partner to our clients—internally and externally. You’ll deliver fast, thoughtful, and high-quality resolutions that build confidence and long-term relationships.

• Act as Tier 1 Support, ensuring every client interaction is responsive, knowledgeable, and solution-focused
• Troubleshoot and resolve issues with urgency and clarity, keeping clients informed every step of the way
• Prioritize and manage incoming requests to consistently meet SLAs and exceed expectations

Dive Into Technical Operations

Get hands‑on with the systems and workflows that power our platform and client success. You’ll play a key role in keeping operations running smoothly while continuously improving how we support and scale.

• Diagnose and resolve issues related to payment formats and extracts, connectivity (inbound/outbound), and Alliance Lite 2
• Manage RSA and Symantec credentials

Collaborate and Influence

Work cross‑functionally to solve complex problems, improve processes, and elevate the overall client experience.

• Partner with Customer Success, Account Managers and Solutions teams to tackle nuanced client challenges and ensure clients are successfully onboarded and transitioned to Client Support
• Escalate to Development with clear, well‑documented insights when deeper investigation is needed
• Identify trends in client issues and provide actionable feedback to drive product and process improvements

WHAT YOU'LL BRING:

You’re curious, solutions-driven, and thrive in a fast‑paced, technical environment where no two days are the same.

• Experience in B2B technical support, ideally in a SaaS environment
• Comfort working with APIs, bank connectivity, and payment formats
• Strong analytical and problem‑solving abilities with the capability to assess complex issues, identify root causes, and make informed decisions in a fast‑paced environment
• Familiarity with treasury, banking, or accounting concepts (a big advantage)
• Confidence operating in ambiguity—especially when documentation is limited
• A proactive mindset with a passion for continuous learning and improvement
• Passionate about delivering a high‑quality customer experience through responsive support, clear communication, and a solutions‑oriented mindset

At Ripple, we’re building a world where value moves like information does today. It’s big, it’s bold, and we’re already doing it. Through our crypto solutions for financial institutions, businesses, governments and developers, we are improving the global financial system and creating greater economic fairness and opportunity for more people, in more places around the world. And we get to do the best work of our career and grow our skills surrounded by colleagues who have our backs.

If you’re ready to see your impact and unlock incredible career growth opportunities, join us, and build real world value.

THE WORK:

Ripple Treasury (formerly GTreasury) is the leading innovator of integrated SaaS treasury and risk management solutions for the digital treasurer. Developed with the latest technology, Ripple Treasury empowers organizations on their path to strategic treasury. It enables total access to cash, liquidity, payments, and financial risk management.

We are hiring a Client Support Analyst to join our expanding Global team. You will serve as the main support contact for clients using our treasury management software. Your responsibilities involve addressing client issues and inquiries promptly and professionally. You will collaborate with various teams to deliver expert client solutions. This role offers outstanding exposure to the financial risk management approaches of leading international organizations.

WHAT YOU’LL DO:

Own the Client Experience

Be the first line of support and a trusted partner to our clients—internally and externally. You’ll deliver fast, thoughtful, and high-quality resolutions that build confidence and long-term relationships.

• Act as Tier 1 Support, ensuring every client interaction is responsive, knowledgeable, and solution-focused
• Troubleshoot and resolve issues with urgency and clarity, keeping clients informed every step of the way
• Prioritize and manage incoming requests to consistently meet SLAs and exceed expectations

Dive Into Technical Operations

Get hands‑on with the systems and workflows that power our platform and client success. You’ll play a key role in keeping operations running smoothly while continuously improving how we support and scale.

• Diagnose and resolve issues related to payment formats and extracts, connectivity (inbound/outbound), and Alliance Lite 2
• Manage RSA and Symantec credentials

Collaborate and Influence

Work cross‑functionally to solve complex problems, improve processes, and elevate the overall client experience.

• Partner with Customer Success, Account Managers and Solutions teams to tackle nuanced client challenges and ensure clients are successfully onboarded and transitioned to Client Support
• Escalate to Development with clear, well‑documented insights when deeper investigation is needed
• Identify trends in client issues and provide actionable feedback to drive product and process improvements

WHAT YOU'LL BRING:

You’re curious, solutions-driven, and thrive in a fast‑paced, technical environment where no two days are the same.

• Experience in B2B technical support, ideally in a SaaS environment
• Comfort working with APIs, bank connectivity, and payment formats
• Strong analytical and problem‑solving abilities with the capability to assess complex issues, identify root causes, and make informed decisions in a fast‑paced environment
• Familiarity with treasury, banking, or accounting concepts (a big advantage)
• Confidence operating in ambiguity—especially when documentation is limited
• A proactive mindset with a passion for continuous learning and improvement
• Passionate about delivering a high‑quality customer experience through responsive support, clear communication, and a solutions‑oriented mindset

What sets you apart:

• You think critically and communicate clearly, breaking down complex issues into actionable solutions
• You’re highly organized and can juggle competing priorities without dropping the ball
• You build trust easily and know how to balance client advocacy with sound judgment
• You sweat the details and take pride in getting things right

For positions that will be based in IL, the annual salary range for this position is below. Actual salaries may vary based on numerous factors including, among other things, an individual applicant’s experience and qualifications for the position. This range does not include equity or additional compensation, such as bonuses or commissions.

IL Annual Base Salary Range: $92,000 USD - $110,000 USD

WHO WE ARE:

Do Your Best Work

• 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!

Take Control of Your Finances

• 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

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.

Ripple is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.

Please find our UK/EU Applicant Privacy Notice and our California Applicant Privacy Notice for reference.