Open Role — Manager, Client Support | Ripple

Ripple

Hybrid Actively hiring
Abbott Park, IL Posted 28 days ago $132,000–$165,000 / year
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At a glance

AI generated

TL;DR

Join us as a Manager in Client Support for our innovative SaaS treasury and risk management solutions, leading a dynamic team to deliver exceptional client experiences. You will inspire and mentor your team, enhancing onboarding programs and ensuring rapid issue resolution while maintaining technical expertise across the board. Your role involves managing support queues efficiently, addressing complex issues with precision, and advocating for your team in cross-functional settings. Familiarity with SaaS tools and a background in financial theory are beneficial as you drive continuous improvement using data-driven insights to enhance client satisfaction.

Skills

SQL RSA Symantec SaaS support tools CI/CD Kubernetes Docker Python PostgreSQL AWS Grafana Prometheus Jira Confluence Zendesk Salesforce GitLab Slack Miro Trello

What you'll do

  • Lead and mentor a team of Client Support Analysts to foster a client-first culture.
  • Develop and enhance onboarding and training programs for new analysts.
  • Manage the lifecycle of the Client Support queue, ensuring timely issue resolution.
  • Serve as the primary resource for resolving complex technical issues efficiently.
  • Analyze metrics such as SLAs and resolution times to drive continuous improvement.
  • Integrate innovative support tools like AI solutions to boost team efficiency.
  • Coordinate cross-functional teams to resolve high-impact client issues effectively.

What we're looking for

  • 5+ years of hands-on support experience with a track record of continuous improvement.
  • 2+ years in a leadership role, mentoring and developing team members effectively.
  • Experience with SaaS support tools and implementing innovative solutions.
  • Proven ability to improve support metrics using data-driven approaches.
  • Strong technical foundation and expertise in treasury management (preferred).
  • Excellent communication skills for cross-functional collaboration and advocacy.
  • Passionate about personal growth and fostering high-performing, resilient teams.

Market check

Salary context

This $132,000–$165,000 range sits above 20% of similar postings on FindRole.

Peer median band

$164,800–$215,000

Median floor and ceiling across peers.

Typical midpoint (25–75%)

$157,499–$222,950

Middle half of comparable postings.

Based on 239 comparable postings.

* 240 is the maximum number of comparable postings sampled.

Employer

About Ripple

Ripple Labs is a blockchain and cryptocurrency company that develops the XRP Ledger and provides cross-border payment solutions to financial institutions, enabling faster and cheaper international money transfers. Industry: Blockchain Technology & Cross-Border Payments

Ripple currently has 50 open roles on FindRole.

Listed pay typically runs $160,000–$195,000 across 28 roles with salary data.

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