Client Support Analyst

About Us:
DailyPay is transforming the way people get paid. As a worktech company and the industrys leading on demand pay solution DailyPay uses an award-winning technology platform to help Americas top employers build stronger relationships with their employees. This voluntary employee benefit enables workers everywhere to feel more motivated to work harder and stay longer on the job while supporting their financial well-being outside of the workplace.
DailyPay is headquartered in New York City with operations throughout the United States as well as in Belfast. For more information visit DailyPays Press Center.

The Role:

Youll be a member of the Client Support Team a specialized team within the larger Customer Support Operations organization. You will report to a Client Support Manager.

Youll provide high-touch customer support to DailyPays client contacts: answering inbound questions educating them on the benefit and making outbound contacts to support the day-to-day operations of the accounts. Youll work out of a customer support ticketing system (Zendesk) providing client support over the phone and email; as well as an internal ticketing platform (jira) partnering with internal Operations teams to ensure client account health. Youll use a multitude of internal systems and platforms to investigate and address technical client questions and support requests. Youll follow a set daily schedule and adhere to quality standards to ensure excellent client experience.

If this opportunity excites you we encourage you to apply even if you do not meet all of the qualifications.

How You Will Make an Impact:

• Provide excellent customer support to DailyPay client HR and Payroll admins by answering their calls and email requests in a timely responsive and professional manner

• Become a subject matter expert on DailyPays product offerings and functionality

• Acquire technical expertise in DailyPays backend systems and tools powering the frontend client experience to help investigate and address client concerns

• Liaise with client HR and Payroll admins on a range of operational topics to support healthy account status: Employee payroll topics (e.g. processing times time keeping net earnings payroll calendar) employee eligibility for the DailyPay benefit topics data Exchange inquiries (e.g. data anomalies missing files file issues) investigate and help address employee experience questions

• Work cross-functionally with Client Success and/or Internal Technical Teams when needed to investigate and resolve clients-specific issues; attend client meetings to provide technical insight

• Adhere to all support quality standards and expectations to maintain outstanding client satisfaction

• Be on-call during several weekends and holidays a year for client escalations outside standard business hours

• Capture client insights/feedback to be shared with our product team to improve the client experience

What You Bring to The Team:

• A Bachelors Degree or equivalent experience

• 1 years of experience in client service client experience or operations

• Technical acumen

• Excellent written and verbal communication skills

• Ability to build strong relationships through effective communication

• An intuitive problem-solver that works well under pressure and with all types of personalities

• A quick learner

Nice to Haves:

• Previously worked at a rapid growth company

• Have been client facing and a lead point of contact

• Experience with large data manipulation and trend recognition

• Familiarity with support tools: ZenDesk Five9 ObserveAI Assembled

• Familiarity with DataDog Boomi Metabase/SQL sFTP protocols JSON

What We Offer:

• Exceptional health vision and dental care

• Opportunity for equity ownership

• Life and AD&D short- and long-term disability

• Employee Assistance Program

• Employee Resource Groups

• Fun company outings and events

• Unlimited PTO

• 401K with company match

High-performing cultures arent built in silos they thrive on partnership. At DailyPay we Commit Together to an inclusive professional environment where multifaceted perspectives are our greatest competitive advantage. We recognize that our team members dont live single-issue lives and we lean into the wide-ranging backgrounds and life stages that sharpen our collective decision-making.

In our high-trust environment we empower you to Challenge Norms. Weve created a space where it is safe to ask difficult questions disrupt the status quo and share bold perspectives without fear of professional fallout. We believe that by checking our own assumptions and staying curious about the experiences of others we arrive at better more innovative results.

We provide the space for you to do your best work through peer advocacy and transparent career development. If you are looking for a culture that values intellectual honesty celebrates the unique lived experiences of its people and thrives on collective success youll find it here.

If you require reasonable accommodation for any aspect of the recruitment process please send a request to . All requests for accommodation will be addressed as confidentially as practicable.

DailyPay is an equal opportunity employer. All qualified applicants will receive consideration without regard to race color religion or creed alienage or citizenship status political affiliation marital or partnership status age national origin ancestry physical or mental disability medical condition veteran status gender gender identity pregnancy childbirth (or related medical conditions) sex sexual orientation sexual and other reproductive health decisions genetic disorder genetic predisposition carrier status military status familial status or domestic violence victim status and any other basis protected under federal state or local laws.

Required Experience:

IC