About the job
At Ripple, we’re redefining the way value is transferred globally, making it as seamless as sharing information. Our innovative crypto solutions empower financial institutions, businesses, and governments to enhance the global financial system, fostering economic fairness and opportunity for individuals across the globe. Join a team where you can do the best work of your career while continuously growing your skills in a supportive environment.
If you’re eager to make a significant impact and unlock exceptional career advancement opportunities, come aboard and help us create real-world value.
YOUR ROLE:
As a Client Support Analyst at Ripple Treasury, a leader in integrated SaaS treasury and risk management solutions, you will serve as the primary point of contact for clients utilizing our treasury management platform. Your role is vital in diagnosing issues, answering inquiries, and ensuring smooth operations.
You will collaborate with various teams to provide prompt, effective solutions, ensuring clients receive outstanding support throughout their experience. This role offers you the chance to gain hands-on insights into how prominent global organizations handle treasury and financial risk management.
KEY RESPONSIBILITIES:
- Act as the first line of support for our clients and a reliable partner within the organization, ensuring confidence during critical times.
- Oversee issues from start to finish: troubleshoot, communicate transparently, and deliver swift, high-quality resolutions that foster trust and long-term relationships.
- Prioritize incoming requests to meet service level agreements (SLAs) without compromising quality, adapting as necessary during busy periods.
- Engage with backend systems, analyze payment formats, connectivity, and Alliance Lite 2 to diagnose and resolve issues.
- Work collaboratively with Customer Success, Account Managers, Solutions, and Engineering teams to address complex challenges and keep clients progressing.
- Provide clear documentation when escalating issues to assist the Development team in resolving them quickly.
- Identify trends in client issues and convert them into actionable insights for product and process enhancements, ultimately improving the client experience.
- Continue to develop your expertise in treasury management systems and client support best practices.
