Client Support Analyst
8.0/10
Ripple
$92,000 – $92,000 USD
Office / on-site
mid
9 days ago
supporttechB2B technical supportSaaSAPIsbank connectivitypayment formatsSQLreporting tools
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Description
What You'll Do
- •Be the front line for our clients and a trusted partner across the business—you’re who people count on when things matter most
- •Own issues end-to-end: troubleshoot, communicate clearly, and drive fast, high-quality resolutions that build trust and long-term relationships
- •Manage and prioritize incoming requests to hit SLAs without sacrificing quality (and know when to flex when things get busy)
- •Get hands-on with the systems behind the scenes—dig into payment formats, extracts, connectivity (inbound/outbound), and Alliance Lite 2 to diagnose and resolve issues
- •Work cross-functionally with Customer Success, Account Managers, Solutions, and Engineering to solve complex problems and keep clients moving forward
- •Escalate when needed with clear, well-documented context that helps Development move quickly
- •Spot patterns in client issues and turn them into actionable insights to improve our product, processes, and overall client experience
- •Continuously look for ways to make support faster, smarter, and more scalable as we grow
- •Provide reliable coverage beyond standard business hours—including weekends and holidays when needed—to ensure clients are consistently supported and critical issues are addressed without delay
Salary
- •The annual salary for this position is $92,000 USD.
- •For positions that will be based in IL, the annual salary range for this position is $92,000—$105,000 USD. Actual salaries may vary based on numerous factors including, among other things, an individual applicant’s experience and qualifications for the position.
Requirements
What You'll Bring
- •You’re curious and solutions-driven—you like figuring things out and moving fast in environments where priorities shift and no two days look the same
- •You break down complex technical issues into clear, actionable steps and communicate them in a way that actually makes sense to clients and teammates
- •You’re organized and can juggle multiple priorities without dropping the ball (or letting things stall)
- •You build trust quickly and know how to balance strong client advocacy with good judgment
- •You sweat the details, take ownership, and care about getting things right
- •You’ve worked in B2B technical support, ideally in a SaaS environment, and are comfortable navigating APIs, bank connectivity, and payment formats is a bonus
- •You’re a strong troubleshooter who can read logs, dig into issues, and work through complex systems without getting lost
- •You have working knowledge of SQL and reporting tools; experience with RSA, Symantec, or similar tools is a nice to have
- •Familiarity with treasury, banking, or accounting concepts is a big plus
- •You’re comfortable operating in ambiguity, especially when documentation is limited, and you don’t wait around to be told what to do
- •You’re proactive, always learning, and constantly looking for ways to improve how things work
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