Client Support Analyst

TL;DR

Client Support Analyst (Treasury SaaS): Front-line support for clients using integrated treasury and risk management platform, owning end-to-end issue resolution and client relationships. Focus on troubleshooting payment formats, connectivity, and system issues while collaborating cross-functionally to drive improvements.

Location: Positions based in IL (Illinois) with in-office collaboration 10+ days a month

Salary: $92,000 — $105,000 USD (IL annual base)

Company

Leading innovator of SaaS treasury and risk management solutions empowering organizations with cash, liquidity, payments, and financial risk management.

What you will do

• Act as front-line trusted partner for clients, owning issues end-to-end from troubleshooting to resolution
• Manage and prioritize requests to meet SLAs, flexing as needed during high volume
• Diagnose issues in payment formats, extracts, connectivity, and Alliance Lite 2
• Collaborate with Customer Success, Account Managers, Solutions, and Engineering on complex problems
• Escalate issues with clear documentation and identify patterns for product/process improvements
• Provide coverage beyond business hours, including weekends and holidays for critical issues

Requirements

• Curious, solutions-driven mindset for fast-paced, shifting priorities
• Strong troubleshooting: break down technical issues, read logs, navigate APIs and complex systems
• Organized with ability to juggle priorities, communicate clearly to clients and teams
• Experience in B2B technical support, ideally SaaS; comfortable with bank connectivity and payment formats
• Working knowledge of SQL and reporting tools
• Comfortable operating beyond standard hours including weekends/holidays

Nice to have

• Experience with RSA, Symantec or similar tools
• Familiarity with treasury, banking, or accounting concepts

Culture & Benefits

• Fast-paced startup environment with learning opportunities and professional development budget
• In-office collaboration 10+ days/month with flexibility; bi-weekly all-company meetings
• Competitive salary, bonuses, equity; comprehensive physical/mental healthcare, retirement, family support
• Generous vacation, R&R days, wellness reimbursement, parental leave, catered lunches
• Team offsites, bonding activities, happy hours; employee giving match, mobile stipend