Client Support Analyst

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.

### 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

### 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.

Ripple is the leading provider of crypto solutions for businesses, enabling faster, more transparent, and cost-effective financial services through enterprise blockchain technology. Their products include payments, digital asset custody, stablecoin, and web3 developer tooling, used by hundreds of customers across 50+ countries to improve the global financial system.