Toronto: SaaS Client Support Analyst – Treasury

Ripple

Chicago (IL)

On-site

USD 63,000 - 76,000

Full time

8 days ago

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Benefits offered by this job

Equity

Bonuses

Health and retirement benefits

Employee giving match

R&R days

Wellness reimbursement

Generous vacation policy

Parental leave & family planning

Job summary

Ripple Treasury is hiring a Client Support Analyst to serve as the main contact for clients using our treasury management software. You will own the client experience, troubleshoot issues, and collaborate with cross-functional teams to deliver expert solutions.

The role requires experience in SaaS support, comfort with APIs and banking formats, and strong analytical skills. You will work in a fast-paced environment focused on delivering high-quality customer experience and continuous improvement.

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.
Familiarity with treasury, banking, or accounting concepts is a plus.
Confidence operating in ambiguity and documenting clear insights.

Responsibilities

Own the Client Experience as first line of support, delivering fast, thoughtful resolutions.
Troubleshoot and resolve issues with urgency and clear communication.
Prioritize and manage requests to meet SLAs and exceed expectations.
Diagnose and resolve issues related to payment formats, connectivity, and RSA/Symantec credentials.
Escalate to Development with well-documented insights when deeper investigation is needed.