Manager, Client Support — SaaS Treasury Support
Remote · Worldwide
Ripple develops blockchain-based financial infrastructure and enterprise payment solutions for financial institutions, businesses, governments, and developers. Through Ripple Treasury, the company provides SaaS treasury and financial risk management systems focused on liquidity visibility, payments, and treasury operations.
The Manager, Client Support NAM role focuses on leading client support operations for SaaS treasury and risk management products while overseeing support analysts, escalation management, onboarding processes, and operational metrics. The position combines technical support leadership, client operations, cross-functional coordination, and service optimization across enterprise financial systems. This opportunity aligns with blockchain infrastructure roles supporting SaaS operations, treasury technology, and enterprise financial platforms.
For organizations scaling a web3 team supporting enterprise financial infrastructure, this role combines operational leadership with SaaS support management and client experience ownership.
🔹 Responsibilities
Lead, mentor, and develop a team of Client Support Analysts while fostering accountability, curiosity, and client-focused operations.
Improve onboarding and training programs to strengthen analyst readiness and overall support expertise.
Manage the client support queue lifecycle including triage, prioritization, SLA management, and resolution quality.
Act as a primary escalation resource for complex technical support challenges.
Monitor support metrics including queue health, resolution times, SLAs, and customer satisfaction to improve operational performance.
Promote shared technical knowledge, documentation standards, and continuous learning across the support organization.
Evaluate and implement innovative support tooling including AI-powered support solutions.
Represent the support team in cross-functional collaboration with internal stakeholders.
Coordinate escalations and partner with Customer Success Managers, Solutions teams, and DevOps teams to resolve complex client issues.
Companies looking to build a web3 engineering team supporting enterprise SaaS and financial infrastructure may value candidates experienced in client operations, treasury systems, and technical support leadership.
🔹 Requirements
5+ years of hands-on support experience with demonstrated improvement in support operations and performance benchmarks.
2+ years of leadership experience involving direct team management and mentorship responsibilities.
Familiarity with RSA/Symantec and SQL or reporting tools is preferred.
Experience working with SaaS support tools and implementing operational improvements.
Strong analytical and communication skills with ability to manage multiple priorities and collaborate cross-functionally.
Demonstrated ability to improve support metrics using operational data and performance analysis.
Commitment to continuous learning and building resilient, high-performing teams.
Background knowledge in financial theory or treasury management is considered a plus.
🔹 Compensation & Benefits
Competitive salary, bonuses, and equity
Professional development budget
Hybrid work flexibility with 10+ in-office days per month determined by managers and teams
Wellness reimbursement and wellness programming
Generous vacation policy and parental leave benefits
Healthcare and retirement-related benefits
Employee giving match and mobile phone stipend
Team offsites, catered lunches, and company events included.
Hybrid and remote web3 jobs continue expanding across SaaS support operations, blockchain infrastructure platforms, treasury technology, and enterprise client success teams as financial technology systems scale globally.