Manager, Client Support NAM
P2P, Chicago, IL, United States
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 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.
Benefits
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 and family planning benefits
Catered lunches, fully‑stocked kitchens with premium snacks/beverages, and plenty of fun events
Benefits listed above are for full‑time employees.
Ripple is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of 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.
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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 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.
Benefits
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 and family planning benefits
Catered lunches, fully‑stocked kitchens with premium snacks/beverages, and plenty of fun events
Benefits listed above are for full‑time employees.
Ripple is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of 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.
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