Client Support Analyst

DailyPay, Inc.

Job Overview

Location

US-Remote

Job Type

Full-time

Full Job Description

📋 Description

• Provide high-touch customer support to client HR and Payroll administrators via phone and email, responding to inbound inquiries in a timely, professional, and responsive manner
• Serve as a subject matter expert on DailyPay’s on-demand pay product offerings, functionality, and technical workflows to accurately educate clients
• Investigate and resolve client concerns using internal systems and platforms, including backend tools that power the frontend client experience
• Manage operational account health by addressing client questions related to employee payroll topics such as processing times, timekeeping, net earnings, and payroll calendars
• Respond to employee eligibility inquiries for the DailyPay benefit, ensuring accurate interpretation and communication of program rules
• Handle data exchange inquiries including data anomalies, missing files, and file transmission issues, coordinating with internal teams to resolve discrepancies
• Collaborate cross-functionally with Client Success and Internal Technical Teams to investigate and resolve complex client-specific issues
• Attend client meetings to provide technical insight and support client account management efforts
• Adhere strictly to established support quality standards to maintain high client satisfaction and service consistency
• Be available for on-call duties during designated weekends and holidays each year to address client escalations outside standard business hours
• Capture and document client feedback, insights, and pain points to relay to the Product team for continuous improvement of the client experience
• Utilize Zendesk for customer support ticketing and Jira for internal operational ticketing to track, prioritize, and resolve client requests
• Work within a structured daily schedule while maintaining flexibility to adapt to client needs and operational demands
• Maintain confidentiality and professionalism when handling sensitive employee payroll and HR data
• Partner with internal operations teams to ensure seamless client account maintenance and system integrity
• Proactively identify recurring client issues and propose process improvements to enhance efficiency and reduce future escalations
• Demonstrate strong interpersonal skills when engaging with clients of varying technical backgrounds and communication styles
• Maintain accurate records of all client interactions and resolutions in internal systems for audit and reporting purposes

🎯 Requirements

• 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

🏖️ Benefits

• Exceptional health, vision, and dental care
• Opportunity for equity ownership
• Life and AD&D, short- and long-term disability
• Unlimited PTO
• 401K with company match
• Employee Assistance Program

Skills & Technologies

Datadog

Remote

Degree Required

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DailyPay, Inc.

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About DailyPay, Inc.

DailyPay provides an on-demand pay platform that integrates with employer payroll systems, allowing employees to access earned wages before the scheduled payday. Founded in 2015 and headquartered in New York City, the company partners with enterprises across retail, hospitality, healthcare and contact-center industries to offer real-time pay transfers, automated savings, financial counseling and analytics dashboards that reduce turnover and support workforce financial wellness.

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