Manager, Client Support
You will lead a dynamic team of Client Support Analysts and manage the processes that ensure excellent client experiences with Ripple Treasury's SaaS treasury and risk management solutions. You'll inspire and mentor your team while improving onboarding and training programs so new analysts ramp up quickly. You'll own the support queue lifecycle, driving timely triage, prioritization, and high-quality resolution, and you'll step in as the go-to resource for complex technical challenges. You'll track and act on the metrics that matter most, using data to continuously improve SLAs, queue health, resolution times, and client satisfaction. You'll champion innovative support tools, including AI-powered solutions, to boost team efficiency. You'll represent your team in cross-functional conversations, lead escalations end-to-end with clear communication, and coordinate with Customer Success Managers, Solutions Team members, and DevOps to resolve challenging client issues together.
Responsibilities
- Inspire, mentor, and develop a team of Client Support Analysts
- Improve onboarding and training programs for new analysts
- Own the Client Support queue lifecycle including triage, prioritization, and resolution
- Serve as the go-to resource for complex technical challenges
- Track SLAs, queue health, resolution times, and client satisfaction metrics
- Maintain technical expertise across the team and promote shared documentation
- Review and incorporate innovative support tools including AI-powered solutions
- Represent the team's voice in cross-functional conversations
- Lead and manage escalations end-to-end with clear communication
- Coordinate internal resources such as Customer Success Managers, Solutions Team members, and DevOps
Requirements
- 5+ years of hands-on support experience
- 2+ years in a leadership position with direct oversight of individuals
- Familiarity with RSA/Symantec and SQL/reporting tools is a plus
- Comfortable working with SaaS support tools
- Proven record of improving support benchmarks with data
- Strong communication and collaboration skills
- Grasp of financial theory and treasury management is a bonus
Benefits
- Professional development budget
- In-office collaboration flexibility (10+ days a month)
- Bi-weekly all-company meeting with leadership Q&A
- Team offsites, team bonding activities, and happy hours
- 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 and family planning benefits
- Catered lunches, fully-stocked kitchens with premium snacks/beverages, and fun events