[Remote] Client Support Analyst

Note: The job is a remote job and is open to candidates in USA. DailyPay is transforming the way people get paid, using technology to help employers build stronger relationships with their employees. The Client Support Analyst will provide high-touch customer support to client contacts, ensuring excellent client experience through effective communication and technical expertise.

Responsibilities

• 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

Skills

• 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

Benefits

• 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

Company Overview