Client Support Analyst

You will serve as the main support contact for clients using our treasury management software, addressing client issues and inquiries promptly and professionally. You will be the first line of support and a trusted partner to clients, delivering fast, thoughtful, and high-quality resolutions that build confidence and long-term relationships. You'll get hands-on with the systems and workflows that power the platform, troubleshooting payment formats, connectivity issues, and credential management. You'll also work cross-functionally with Customer Success, Account Managers, and Solutions teams to tackle complex client challenges, escalate issues to Development when needed, and identify trends to help drive product and process improvements.

Responsibilities

• Act as Tier 1 Support, ensuring every client interaction is responsive, knowledgeable, and solution-focused
• Troubleshoot and resolve issues with urgency and clarity, keeping clients informed every step of the way
• Prioritize and manage incoming requests to consistently meet SLAs and exceed expectations
• Diagnose and resolve issues related to payment formats and extracts, connectivity (inbound/outbound), and Alliance Lite 2
• Manage RSA and Symantec credentials
• Partner with Customer Success, Account Managers and Solutions teams to tackle nuanced client challenges and ensure clients are successfully onboarded and transitioned to Client Support
• Escalate to Development with clear, well-documented insights when deeper investigation is needed
• Identify trends in client issues and provide actionable feedback to drive product and process improvements

Requirements

• Experience in B2B technical support, ideally in a SaaS environment
• Comfort working with APIs, bank connectivity, and payment formats
• Strong analytical and problem-solving abilities with the capability to assess complex issues, identify root causes, and make informed decisions in a fast-paced environment
• Familiarity with treasury, banking, or accounting concepts (a big advantage)
• Confidence operating in ambiguity—especially when documentation is limited
• A proactive mindset with a passion for continuous learning and improvement
• Passionate about delivering a high-quality customer experience through responsive support, clear communication, and a solutions-oriented mindset

Benefits

• Professional development budget
• In-office collaboration flexibility (10+ days a month)
• Bi-weekly all-company meeting
• Team offsites, team bonding activities, happy hours
• Competitive bonuses and equity
• Competitive benefits covering physical and mental healthcare, retirement, family forming, and family support
• Employee giving match
• Mobile phone stipend
• R&R days
• Generous wellness reimbursement and weekly onsite & virtual programming
• Generous vacation policy
• Industry-leading parental leave policies
• Family planning benefits
• Catered lunches, fully-stocked kitchens with premium snacks/beverages