Client Support Analyst II

At Ripple, we’re building a world where value moves like information does today. It’s big, it’s bold, and we’re already doing it. Through our crypto solutions for financial institutions, businesses, governments and developers, we are improving the global financial system and creating greater economic fairness and opportunity for more people, in more places around the world. And we get to do the best work of our career and grow our skills surrounded by colleagues who have our backs. If you’re ready to see your impact and unlock incredible career growth opportunities, join us, and build real world value. At Ripple, we’re building a world where value moves like information does today. It’s big, it’s bold, and we’re already doing it. Through our crypto solutions for financial institutions, businesses, governments and developers, we are improving the global financial system and creating greater economic fairness and opportunity for more people, in more places around the world. And we get to do the best work of our career and grow our skills surrounded by colleagues who have our backs. If you’re ready to see your impact and unlock incredible career growth opportunities, join us, and build real world value. THE WORK: Ripple Treasury (formerly GTreasury) is the leading innovator of integrated SaaS treasury and risk management solutions for the digital treasurer. Developed with the latest technology, Ripple Treasury empowers organizations on their path to strategic treasury. It enables total access to cash, liquidity, payments, and financial risk management. We’re hiring a Client Support Analyst to join our growing global team. You’ll be the front line for clients using our treasury management platform—the person they rely on to solve problems, answer questions, and keep things moving. You’ll work closely with teams across the business to deliver fast, thoughtful solutions and make sure clients feel supported every step of the way. Along the way, you’ll get hands-on exposure to how leading global organizations manage treasury and financial risk. 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 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 WHO WE ARE: Do Your Best Work - The opportunity to build in a fast-paced start-up environment with experienced industry leaders - A learning environment where you can dive deep into the latest technologies and make an impact. A professional development budget to support other modes of learning. - Th