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About the Role
Ripple Treasury is seeking a Client Support Analyst to join their Global team. This role serves as the primary support contact for clients using their treasury management software, addressing issues and inquiries promptly and professionally. The position offers significant exposure to the financial risk management practices of major international corporations.
Responsibilities
- Act as Tier 1 Support, ensuring every client interaction is responsive, knowledgeable, and solution-focused
- Troubleshoot and resolve issues with urgency and clarity, keeping clients informed
- Prioritize and manage incoming requests to consistently meet SLAs and exceed expectations
- Diagnose and resolve issues related to payment formats and extracts, connectivity (inbound/outbound), and Alliance Lite 2
- Manage RSA and Symantec credentials
- Partner with Customer Success, Account Managers and Solutions teams to tackle nuanced client challenges and ensure clients are successfully onboarded and transitioned to Client Support
- Escalate to Development with clear, well-documented insights when deeper investigation is needed
- Identify trends in client issues and provide actionable feedback to drive product and process improvements
Requirements
- Experience in B2B technical support, ideally in a SaaS environment
- Comfort working with APIs, bank connectivity, and payment formats
- Strong analytical and problem-solving abilities with the capability to assess complex issues, identify root causes, and make informed decisions in a fast-paced environment
- Familiarity with treasury, banking, or accounting concepts is a significant advantage
- Confidence operating in ambiguity, especially when documentation is limited
- A proactive mindset with a passion for continuous learning and improvement
- Passionate about delivering a high-quality customer experience through responsive support, clear communication, and a solutions-oriented mindset
- Think critically and communicate clearly, breaking down complex issues into actionable solutions
- Highly organized and can juggle competing priorities without dropping the ball
- Build trust easily and know how to balance client advocacy with sound judgment
- Attention to detail and pride in accuracy
Skills
- APIs
- Bank connectivity
- Payment formats
- Treasury concepts
- Banking concepts
- Accounting concepts
Location
- Toronto
Work Type
- Hybrid
Experience Level
- Not specified
Education Level
- Not specified
Salary/Compensations
- $88,000—$105,000 CAD
Benefits
- Competitive salary, bonuses, and equity
- Competitive benefits covering physical and mental healthcare, retirement, family forming, and family support
- Employee giving match
- Mobile phone stipend
- R&R days
- Generous wellness reimbursement and weekly onsite & virtual programming
- Generous vacation policy
- Industry-leading parental leave policies
- Family planning benefits
- Catered lunches
- Fully-stocked kitchens with premium snacks/beverages
- Plenty of fun events
About the Company
- Ripple is building a world where value moves like information, improving the global financial system and creating greater economic fairness and opportunity.
- Ripple Treasury (formerly GTreasury) is a leading innovator of integrated SaaS treasury and risk management solutions for the digital treasurer.
- The company offers the opportunity to build in a fast-paced start-up environment with experienced industry leaders.
- It provides a learning environment to dive deep into the latest technologies and make an impact, with a professional development budget.
- Ripple fosters an environment where every employee is respected, valued, and empowered.
- In-office collaboration is important, with flexibility for managers and teams to decide on in-office days.
- The company holds bi-weekly all-company meetings with business updates and Q&A sessions with the Leadership Team.
- Team offsites, team bonding activities, and happy hours are organized.
Equal Opportunity
- Ripple is an Equal Opportunity Employer committed to building a diverse and inclusive team.
- They do not discriminate against qualified employees or applicants based on race, color, religion, gender identity, sex, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.