Treasury SaaS Support Specialist

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

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.