Manager, Client Support NAM

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. 

• →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.

Do Your Best Work

• The opportunity to build in a fast-paced start-up environment with experienced industry leaders
• A learning environment where you can dive deep into the latest technologies and make an impact.  A professional development budget to support other modes of learning.
• Thrive in an environment where no matter what race, ethnicity, gender, origin, or culture they identify with, every employee is a respected, valued, and empowered part of the team.
• In-office collaboration for moments that matter is important to our culture, and we give managers and teams the flexibility to decide which 10+ days a month they come in. 
• Bi-weekly all-company meeting - business updates and ask me anything style discussion with our Leadership Team
• We come together for moments that matter which include team offsites, team bonding activities, happy hours and more!

Take Control of Your Finances

• 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

Take Care of Yourself

• 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

Benefits listed above are for full-time employees.