Client Support Analyst at Ripple in Chicago, IL

Summary: Ripple is a company focused on improving the global financial system through innovative crypto solutions. They are seeking a Client Support Analyst to be the front line for clients using their treasury management platform, responsible for troubleshooting, resolving issues, and delivering fast solutions while collaborating with various teams. Responsibilities: - 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 Required Qualifications: - 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 Preferred Qualifications: - Experience with RSA, Symantec, or similar tools is a nice to have - Familiarity with treasury, banking, or accounting concepts is a big plus Required Skills: SaaS Treasury Management Platforms, API Navigation, Bank Connectivity, Payment Formats, SQL, Reporting Tools, RSA, Symantec, Client Advocacy Benefits: A professional development budget to support other modes of learning., Competitive salary, bonuses, and equity, Competitive benefits that cover physical and mental healthcare, retirement, family forming, and family support, Employee giving match, Mobile phone stipend, R&R days so you can rest and recharge, Generous wellness reimbursement and weekly onsite & virtual programming, Generous vacation policy - work with your manager to take time off when you need it, Industry-leading parental leave policies. Family planning benefits., Catered lunches, fully-stocked kitchens with premium snacks/beverages, and plenty of fun events