SaaS Client Support Analyst – Treasury & Payments

Ripple; Chicago, Northern (IL, KY); Hybrid; USD 92,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Bonuses & equity

Flexible work options

Health benefits

Job summary

Ripple in Chicago, IL, is seeking a Client Support Analyst to join our Global team. You will be the main contact for clients using our treasury management software, delivering fast, thoughtful resolutions and ensuring a smooth onboarding and ongoing success.

You’ll Troubleshoot payment formats, connectivity, API work, and Alliance Lite 2, partner with Customer Success and Solutions teams, and escalate to Development when deeper investigation is needed.

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 issues with urgency and clarity, keeping clients informed throughout.
• Prioritize requests to consistently meet SLAs and exceed expectations.
• Diagnose and resolve issues with payment formats, data extracts, connectivity, and Alliance Lite 2.
• Manage RSA and Symantec credentials.
• Partner with CS, Account Managers, and Solutions to onboard clients and transition to Client Support.
• Escalate to Development with clear, documented insights when needed.
• Identify trends and provide actionable feedback to improve product and processes.

Skills

B2B support

SaaS experience

APIs

Bank connectivity

Payment formats

Analytical skills

Problem solving

Treasury concepts

Ambiguity tolerance

Continuous learning

Customer experience

Job description

Ripple in Chicago, IL, is seeking a Client Support Analyst to join our Global team. You will be the main contact for clients using our treasury management software, delivering fast, thoughtful resolutions and ensuring a smooth onboarding and ongoing success.

You’ll Troubleshoot payment formats, connectivity, API work, and Alliance Lite 2, partner with Customer Success and Solutions teams, and escalate to Development when deeper investigation is needed.