SaaS Treasury Support Specialist

Hidden Road; Toronto; On-site; CAD 88,000 - 105,000; Full time

Benefits offered by this job

Competitive salary, bonuses, and stock

Healthcare and retirement benefits

Mobile phone stipend

Job summary

Ripple is hiring a Client Support Analyst to join our Global team. You will serve as the main support contact for clients using our treasury management software.

You will collaborate with various teams to deliver expert client solutions and ensure high-quality resolutions that build confidence and long-term relationships. In this role, you will troubleshoot and resolve issues with urgency and clarity, manage credentials, and work across Customer Success, Account Managers and Solutions teams to

Qualifications

• Experience in B2B technical support in a SaaS environment.
• Familiarity with APIs, bank connectivity and payment formats.
• Strong analytical and problem-solving abilities; able to assess complex issues.

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.
• 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 SaaS support

APIs

Bank connectivity

Payment formats

Analytical thinking

Treasury knowledge

Adaptability

Proactive mindset

Customer focus

Job description

Ripple is hiring a Client Support Analyst to join our Global team. You will serve as the main support contact for clients using our treasury management software.

You will collaborate with various teams to deliver expert client solutions and ensure high-quality resolutions that build confidence and long-term relationships. In this role, you will troubleshoot and resolve issues with urgency and clarity, manage credentials, and work across Customer Success, Account Managers and Solutions teams to