Director of Customer Support (US, remote)

Director of Customer Support (US, remote)

Summary:

GTreasury, the leading innovator of integrated SaaS treasury and risk management solutions for the digital treasurer is currently looking to hire a motivated Account Manager to join our growing global sales organization to support our EMEA region. 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.

GTreasury is currently seeking a dynamic and experienced Director of Customer Support to lead our global technical support operations. This role is responsible for driving customer satisfaction, operational excellence, and team development across our support organization. The ideal candidate will be a strategic thinker with a hands-on approach, capable of transforming support processes, integrating AI-driven solutions, and fostering a culture of collaboration and continuous improvement.

Key Responsibilities:

Leadership & Strategy:

• Lead and oversee the technical support team, ensuring timely and effective resolution of client inquiries, issues, and escalations.
• Develop and implement support strategies aligned with GTreasury’s business goals and customer expectations.
• Represent the support function in cross-functional leadership meetings and strategic planning sessions.

Operational Excellence:

• Design, monitor, and improve KPIs such as CSAT, Time to Resolution (TTR), backlog management, and NPS.
• Ensure adherence to SLAs and drive continuous improvement initiatives using data-driven insights.
• Own and manage major operations outages and customer communications.

Customer Experience & Relationship Management:

• Serve as the escalation point for critical client concerns, maintaining a professional and empathetic approach.
• Build and nurture long-term relationships with key clients to ensure satisfaction and loyalty.
• Maximize customer operational performance through proactive support, advisories, and technical guidance.

Team Development & Human Resources:

• Recruit, mentor, and develop a high-performing support team.
• Plan and manage staffing, training, performance reviews, and compensation actions.
• Foster a culture of teamwork, accountability, and innovation.

Process & Technology Optimization:

• Evaluate and redesign support processes to improve efficiency and quality.
• Implement capacity planning tools and methodologies to forecast team needs.
• Collaborate with product and IT teams to provide feedback and drive system enhancements.
• Leverage CRM and support platforms to streamline operations and enhance engagement.

Reporting & Communication:

• Provide regular updates to senior leadership on support performance, challenges, and opportunities.
• Use Daily Management processes to ensure clear team communication and alignment with customer requirements.
• Conduct audits, analyze trends, and implement changes to improve service delivery.

Qualifications:

Required:

• Minimum of 6 years in technical support and service management, with at least 3-4 years in a leadership role.
• Proven success in managing enterprise support in a complex, web-based technology environment.
• Strong analytical, problem-solving, and decision-making skills.
• Exceptional communication and interpersonal abilities.
• Demonstrated experience in driving support metrics and leading change initiatives.
• Experience integrating AI into support workflows and decision-making processes.

Preferred:

• Experience with CRM and support platforms (e.g., Salesforce, Zendesk, ServiceNow).
• Familiarity with treasury management systems or financial technology platforms.
• Weekend and holiday on-call availability as needed.

What You Will Get:

• A high impact, high visibility role at a growing SaaS company that values personal growth, accountability, and the concept of “good work.”
• This is a great opportunity for someone who wants to make a big impact, work in a fast-paced and collaborative environment, and win as a team to scale a growing business. 
• A culture of open collaboration and problem solving.
• An empowered role on the client support team, responsible for implementing best practices and developing a strong, unified team. 
• Great benefits, culture, and the ability to work remotely.
• Our benefits include:
  • Salary: The expected annual median salary for this role is $135,000. 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!

To learn more about GTreasury: https://gtreasury.com/