Client Support Analyst

The Role:

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 support over the phone and email. 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.

The successful candidate will be required to work either 9am - 6pm ET or 11am - 8pm ET shifts and be open to being on call 4-5 weekends per year.

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, in partnership with Client Success, as needed to provide technical insight
• Adhere to all support quality standards and expectations to maintain outstanding client satisfaction

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 wells under pressure and with all types of personalities
• A quick learner

Nice to Haves:

• Experience with large data manipulation and trend recognition
• Familiarity with support tools: ZenDesk, Five9
• 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

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