SaaS Treasury Support Specialist

Hidden Road

Chicago (IL)

Hybrid

USD 92,000 - 110,000

Full time

10 days ago

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Job summary

Ripple is seeking a Client Support Analyst in Chicago to be the primary contact for clients using our treasury management software. You will deliver fast, thoughtful resolutions and collaborate with multiple teams to ensure smooth onboarding and ongoing client success.

Ideal candidates have B2B SaaS support experience, familiarity with APIs and payment formats, and strong analytical/problem-solving skills. This hybrid role emphasizes proactive service and clear communication to drive excellent

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 and make informed decisions.

Responsibilities

Own the Client Experience as the first line of support, delivering fast, thoughtful resolutions.
Troubleshoot and resolve issues with urgency and clarity, keeping clients informed.
Prioritize requests to meet SLAs and exceed expectations.
Diagnose and resolve issues related to payment formats and connectivity.
Manage RSA and Symantec credentials.
Collaborate with Customer Success, Account Managers and Solutions teams to onboard and transition clients to Client Support.
Escalate to Development with clear insights when deeper investigation is needed.
Identify trends in client issues and provide actionable feedback for product improvements.