Customer Support Analyst

Ridgeline is the first front-to-back system of record for investment managers, and they are seeking a Customer Support Analyst to join their innovative team. This role involves learning Ridgeline workflows, triaging customer issues, and collaborating with various teams to enhance customer experience.

Responsibilities

• Learn Ridgeline workflows across front office, middle office, and back office domains, including portfolio management, trading-adjacent workflows, reconciliation, reporting, data operations, and customer issue triage
• Participate in an accelerated development program that builds product fluency, customer empathy, operational understanding, and cross-functional context
• Investigate customer questions by gathering context, reviewing documentation, analyzing workflow behavior, and partnering with teammates to identify next steps
• Draft customer-ready responses that explain issues, set expectations, and summarize progress clearly
• Build a personal knowledge base of common issues, product areas, process steps, customer workflows, and escalation paths
• Collaborate with Customer Support, Consulting, Education Services, Product, Engineering, and other CX teams to resolve customer needs
• Identify recurring patterns in support requests and contribute ideas that improve documentation, processes, training, and customer outcomes
• Own assigned ticket lanes as your skills grow, while knowing when to ask for help or escalate
• Explore potential career paths across Customer Experience as you build readiness for future placement based on business need, demonstrated capability, and your developing interests
• Contribute to a collaborative environment rooted in learning, teaching, transparency, and continuous improvement
• Think creatively, own problems, seek solutions, and communicate clearly along the way

Skills

• Early-career professional with a strong interest in customer support, business operations, technology, or fintech
• Bachelor's degree in Business, Information Systems, Finance, Computer Science, or a related field, or equivalent practical experience
• Curiosity about asset management, SaaS products, customer operations, and front/back office workflows
• Strong written and verbal communication skills with the ability to explain complex topics simply
• Aptitude for problem solving, pattern recognition, and learning new systems quickly
• Comfort working with tools such as ticketing systems, knowledge bases, collaboration platforms, spreadsheets, and AI-enabled productivity tools
• Ability to receive feedback, ask thoughtful questions, and apply learning quickly
• Customer-first mindset with patience, professionalism, and a desire to help others succeed
• Interest in building a long-term career in Customer Experience (Support, Consulting, Operations, etc) or related customer-facing functions
• Serious interest in having fun at work
• Internship, part-time, or project experience in customer service, operations, finance, technology, or business analysis
• Exposure to Salesforce, Atlassian, Slack, AI Tools, Google Workspace, or similar tools
• Familiarity with investment management, accounting, reconciliation, data operations, or financial markets
• Interest in growing into a specialized CX role over time

Benefits

• Company Stock Plan subject to the applicable Stock Option Agreement
• Unlimited vacation
• Educational and wellness reimbursements
• $0 cost employee insurance plans
• #LI-Hybrid

Company Overview