Manager, Client Support

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.

### 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 improve. - Maintain a solid technical foundation across the team while promoting a culture of shared expertise, accessible documentation, and continuous learning. - Stay ahead of the curve by reviewing and incorporating innovative support tools including AI-powered solutions to improve team efficiency and ensure an exceptional client experience. - Be the passionate, informed voice of your team in cross-functional conversations advocating for your clients and your team clearly and confidently. - Lead and manage escalations end-to-end, bringing structure, urgency, and clear communication to high-impact issues while partnering cross-functionally to drive swift resolution and restore client confidence. - Coordinate the right internal resources when complexity demands it. Rally Customer Success Managers, Solutions Team members, and DevOps to address challenging issues together. Ensure no client problem goes unresolved.

### What You'll Bring: - 5+ years of hands-on support experience with a track record of improving the standard, not just meeting it. - 2+ years in a leadership position involving direct oversight of individuals, with a genuine passion for growing others and building team culture. - Familiarity with RSA/Symantec and SQL/reporting tools is a plus. - Comfortable working with SaaS support tools, with a focus on recognizing and implementing innovative solutions. - A proven, consistent record of improving support benchmarks with the data to back it up and the drive to keep pushing. - A natural communicator and collaborator, you clarify complex issues and manage multiple priorities without losing focus. You build cross-functional trust that helps things get done together. - A deep commitment to your own growth and an infectious motivation to build high-performing, resilient teams around you. - A grasp of financial theory and treasury management is a bonus.

### What the Company Offers: - 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.

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.