Client Support Technical Team Lead (Dublin, Hybrid)
Client Support Technical Team Lead (Dublin, Hybrid)
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.
You will be expected to take on multiple projects including but not limited to functional customizations, product improvements, and business process improvements.

KNOWLEDGE AND PREVIOUS EXPERIENCE REQUIREMENTS:

• 3+ years of experience working in Financial Technology/Services or similar industry preferred
• 3+ year of experience leading or managing a team
• 3+ years of experience in a Client Support or related role
• 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

EDUCATION REQUIREMENTS:

• Bachelor’s degree in accounting, Finance, and related field preferred
• Enrollment in CFA, CTP or other professional program a plus

• 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.