Ripple
SaaS treasury and risk management
Manager,ClientSupport
Neural analysis suggests this role is
optimal for Mid candidates.
“Manager, Client Support at Ripple. Skills: Client Support leadership, Team development, Process improvement, Technical problem-solving. Inspire, mentor, and develop a team of Client Support Analysts. Improve onboarding and training programs”
What You'll Achieve.
Ensure excellent client experiences; Ensure new analysts start off and steadily increase the team's overall expertise; Ensure timely triage, prioritization, and fast, high-quality resolution; Continuously improve support metrics; Ensure an exceptional client experience; Ensure no client problem goes unresolved
Industry & Context.
Bring calm, curiosity, and expertise to every blocking issue; Drive timely triage, prioritization, and fast, high-quality resolution
What They're Looking For.
Must Have
5+ years of hands-on support experience, 2+ years in a leadership position involving direct oversight of individuals
Nice to Have
Familiarity with RSA/Symantec and SQL/reporting tools is a plus, A grasp of financial theory and treasury management is a bonus
What You'll Do.
and develop a team of Client Support Analysts
Improve onboarding and training programs
Own the Client Support queue lifecycle
Act as a resource for complex technical challenges
Monitor and improve support metrics (SLAs
Maintain technical foundation across the team
Review and incorporate innovative support tools
Advocate for clients and team in cross-functional conversations
Lead and manage escalations end-to-end
Coordinate internal resources for complex issues
How You'll Work.
Team & Collaboration
Be the passionate, informed voice of your team in cross-functional conversations; Partner cross-functionally to drive swift resolution; Rally Customer Success Managers, Solutions Team members, and DevOps to address challenging issues together
Communication Scope
Natural communicator; Clarify complex issues; Manage multiple priorities without losing focus; Build cross-functional trust; Clearly and confidently advocate for clients and team
Full Job Description
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 using the latest technology, Ripple Treasury helps empower organizations on their path to strategic treasury, by enabling total visibility into their cash, liquidity, payments and financial risk management. We seek a Manager, Client Support who shares our commitment to excellence. You'll play a key part in delivering flawless service with innovative SaaS treasury and risk management solutions. You will lead a dynamic team and manage processes that ensure excellent client experiences. WHAT YOU’LL DO: Inspire, mentor, and develop a team of Client Support Analysts, cultivating a culture where curiosity, accountability, and client-first thinking drive every interaction. Improve our onboarding and training programs by crafting experiences that ensure new analysts start off strong and steadily increase the team's overall expertise. Own the Client Support queue lifecycle with precision driving timely triage, prioritization, and fast, high-quality resolution. Step in as the go-to resource for complex technical challenges, bringing calm, curiosity, and expertise to every blocking issue. Obsess over the metrics that matter. SLAs, queue health, resolution times, and client satisfaction using data to continuously im
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