Client Support Analyst

About Us:
DailyPay is transforming the way people get paid. As a worktech company and the industry’s leading on demand pay solution, DailyPay uses an award-winning technology platform to help America’s 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 DailyPay's Press Center.

You’ll 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.

You’ll provide high-touch customer support to DailyPay’s client contacts: answering inbound questions, educating them on the benefit, and making outbound contacts to support the day-to-day operations of the accounts. You’ll 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. You’ll use a multitude of internal systems and platforms to investigate and address technical client questions and support requests. You’ll 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.

• 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 DailyPay’s product offerings and functionality

• Acquire technical expertise in DailyPay’s 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

• A Bachelor's 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

• 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