Client Support Technical Team Lead (Remote)
GTreasury is the leading innovator of integrated SaaS treasury and risk management solutions for the digital treasurer. Developed using the latest technology, GTreasury helps empower organizations on their path to strategic treasury, by enabling total visibility into their cash, liquidity, payments, and financial risk management. With enterprise clients spanning North America, EMEA, and APAC, GTreasury is headquartered in Chicago with offices in London, Sydney, and Manila.
The Client Support, Team Lead performs the key role in supporting our Treasury management software solution and reports directly to the VP of Global Client Support. You will be responsible for optimizing our processes and managing a team of Support Analysts to provide exceptional service to our clients. You’ll play a key role in shaping our customer experience as we continue to scale, ensuring a smooth transition from Implementation to Support, effective incident management, and proactive problem-solving. You will also work closely with the Customer Success Managers to ensure the highest level of client satisfaction. The Client Support Lead will act as front-line support for our current client base escalations, helping to bring problems to resolution quickly and professionally.
The Client Support Lead will also act as the internal support resource, helping other staff members resolve issues and deliver solutions to clients. The Client Support Lead is expected to take on multiple projects including but not limited to functional customizations, product improvements, and business process improvements.
What You Will Do:
- Day to day support of analysts (ticket assignment, priorities, workload, and escalations).
- Manage the teams incoming client tickets by assigning/ reassigning the cases, controlling the cases priority, action plan, and SLAs
- Develop and apply product knowledge of GTreasury to provide clear and concise resolutions to complex client inquiries
- Lead weekly team and one on one meetings and contribute to the Troubleshooting Guides
- Ensure high-levels customer satisfaction for all our customers.
- Act as Senior Incident Commander when an Incident of Severity 1 or 2 are encountered to ensure constant client communication until issue is resolved.
- Manage and mentor a team of Support Specialists, fostering a high-performance culture and ensuring professional growth.
- Work closely with all cross functional teams, (i.e., QA, Account Management and Product) to ensure appropriate levels of service are maintained.
- Confidently handle phone calls and solve escalated tickets, acting as a player-coach to your team.
- Handle the transition from Implementation to Support.
- Effectively use internal tools to ensure service documentation and transparency of service.
- Understand our client’s business needs so that we deliver the best quality of service.
- Resolve issues with empathetic, over-the-top customer service, prioritizing based on impact to our client’s business impact.
Who We Are Looking For:
- 3+ years of experience working in Financial Technology/Services or similar industry
- 3+ year of experience leading or managing a team
- 3+ years of experience as a Client Support Analyst
- Good understanding of financial theory, treasury, banking, or accounting
- Experience working in high-touch service or technical environments
- Sound technical experience and applicable knowledge
- Excellent listening, presentation, and consultative skills
- Proven organizational, leadership, and interpersonal skills and proven success working directly with clients
- Good team player with the ability to act on their own initiative
- Ability to multi-task, re-prioritize and adapt to rapidly changing needs and fast-paced environments
- Highly organized and able to handle multiple responsibilities
- Excellent problem-solving skills and service-oriented attitude
- Excellent verbal and written communication skills – ability to interface and influence at multiple organizational levels
Personal Qualities:
- Strong orientation towards systems, process improvement, and task automation
- Interpersonal skills to help nurture client relationships, and work with cross-functional teams
- Ability to think critically, solve problems and propose solutions
- Self-start who can independently multi-task, efficiently prioritize tasks, and drive projects to completion
- Highly organized and able to work in a fast-paced environment
- Meticulous attention to detail and accuracy in work
- Excellent verbal, written, and interpersonal communication skills
EDUCATION REQUIREMENTS:
- Bachelor’s degree in accounting, Finance, and related field preferred
- Enrollment in CFA, CTP or other professional program a plus
What You Will Get:
- Great benefits, culture, and the ability to work remotely
- A high impact, high visibility role at a growing SaaS company that values personal growth, accountability, and the concept of “good work.”
- A great management team and reporting structure that supports you and your growth
- A culture of open collaboration and problem solving
- An empowered role on the product team, responsible for driving business value
- Our benefits include:
- Salary: The expected annual median salary for this role is $65,000. Actual compensation for an individual may vary depending on skills, performance, qualifications, experience, and location.
- Excellent medical, dental and vision insurance options
- HSA and FSA options + company HSA contributions
- 401K matching
- 100% paid parental leave
- 15 paid holidays + competitive PTO
- 100% remote working
About GTreasury:
GTreasury believes there is opportunity in complexity. We connect treasury and finance teams with industry-leading experts, technology solutions and untapped possibility. By simplifying complexity, teams can unleash their organization’s potential to gain strategic advantages and grow. GTreasury helps organizations reach that potential by connecting treasury and digital finance operations through a world-class SaaS treasury and risk management platform and integrated ecosystem where cash, debt, investments, and exposures are seamlessly managed within the office of the CFO. GTreasury delivers intelligent insights, while connecting financial value chains and extending workflows to third-party systems, exchanges, portals, and services. Headquartered in Chicago, with locations serving EMEA (London) and APAC (Sydney and Manila), GTreasury’s global community includes more than 800 customers and 30+ industries reaching 160+ countries worldwide.
At GTreasury / Hedge Trackers, we know that our people are what makes GTreasury great and we celebrate the unique perspectives and experiences that our diverse teams bring to the table. GTreasury does not discriminate against employees or prospective candidates based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws and we strongly encourage people from underrepresented groups to apply!
