Client Support Analyst

Client Support Representative

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.

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 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

What You Bring to The Team

• 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

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 aren't 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 don't 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. We've 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, you'll find it here.

If you require reasonable accommodation for any aspect of the recruitment process, please send a request to View email address on click.appcast.io. 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.