Analyst Lead, Product Technical Support

Leads the team in providing advanced technical support to customers, handling complex inquiries, and troubleshooting advanced product-related issues. Takes ownership of escalated technical issues, ensuring timely resolution and maintaining a high level of customer satisfaction. Provides insights into product enhancements based on comprehensive customer interactions.

What You Will Be Doing

• Serve as a primary support resource for clients using Treasury Management software.
• Build and maintain strong client relationships while acting as a trusted advisor on treasury-related issues.
• Handle complex and escalated client inquiries, taking full ownership through resolution.
• Troubleshoot issues related to cash management, foreign exchange, interest rates, and treasury workflows.
• Work cross-functionally with internal teams (product, technology, operations) to identify root causes and implement fixes.
• Manage and prioritize work queues independently, ensuring timely responses and resolutions.
• Apply data analysis and basic SQL knowledge to investigate issues and validate solutions.
• Provide insights and recommendations for product enhancements based on client interactions and recurring issues.
• Lead large initiatives or processes related to client support or operational improvement.
• Perform other related duties as assigned.

• 5+ years Prior Client Experience required
• 3+ years of experience in treasury industry
• Knowledge of Treasury Management Solution
• Experience supporting financial or treasury management solutions.
• Experience working directly with clients to troubleshoot issues and drive resolutions.
• Self-starter mentality with the ability to work independently through support queues.
• Leadership experience or demonstrated readiness for a leadership track.
• Basic SQL knowledge and comfort working with data to analyze and resolve issues.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills.
• Comfortable working with minimal supervision on complex and high-impact issues.