Note: The job is a remote job and is open to candidates in USA. DailyPay is a provider of on-demand pay solutions that helps employers modernize payroll and gives employees real-time access to earned pay and financial wellness tools. The Client Support Analyst delivers responsive operational and technical support to corporate HR and payroll administrators, resolving inquiries, troubleshooting platform issues, auditing payroll data, and coordinating cross-functional escalations.
Responsibilities
- Queue Management: Resolve inbound client inquiries and technical support requests across phone and email channels via Zendesk in a timely, high-quality manner
- Technical Troubleshooting: Diagnose backend system anomalies and investigate technical client platform questions using internal databases and administrative tools
- Payroll & Data Auditing: Partner with client admins to address operational data exchange topics, including sFTP file processing, data anomalies, payroll calendars, and net earnings validation
- Internal Ticket Governance: Orchestrate cross-functional resolution workflows within Jira, liaising with Client Success and Engineering teams to escalate and close client-specific issues
- Quality Assurance Adherence: Maintain outstanding client satisfaction metrics by strictly adhering to established team quality standards, response timelines, and daily operational schedules
- Cross-Functional Insight Sharing: Capture, synthesize, and report recurring client feedback and platform friction points to Product and Engineering teams to drive systematic platform improvements
- Client Consultation: Attend scheduled client alignment meetings alongside account teams to provide technical insight regarding employee eligibility configurations and product functionality
- Operational Availability: Participate in a structured on-call rotation during designated weekends and holidays to resolve urgent, time-sensitive client escalations outside of standard business hours
Skills
- 1+ years of professional experience in customer support, client services, account operations, or technical support environments
- Demonstrated proficiency working with modern ticketing environments (e.g., Zendesk, Jira) and basic familiarity with data platforms or file transfer setups (e.g., sFTP, SQL, Metabase)
- Excellent written and verbal communication skills, with a proven ability to explain technical concepts clearly to non-technical HR and payroll contacts
- Strong analytical and intuitive problem-solving capabilities, with the ability to maintain composure and detail-orientation under operational pressure
- A fast learner with the capacity to rapidly achieve subject matter expertise in evolving software products, backend tooling, and fintech configurations
- Bachelor's degree in Business Administration, Information Systems, Communications, or a related field; or equivalent practical operational experience
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
- Remote work arrangement
- Transparent career development
Company Overview