DailyPay
Worktech
ClientSupportAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Client Support Analyst at DailyPay. Skills: Client support, Customer success, Value realization, Retention. Provide high-touch customer support. Answer inbound questions”
What You'll Achieve.
Maintain outstanding client satisfaction
Industry & Context.
Problem-solver; Investigate issues; Resolve issues
On-call during weekends, On-call during holidays
What They're Looking For.
Must Have
Bachelor's Degree or equivalent experience, 1+ years of experience in client service, 1+ years of experience in client experience, 1+ years of experience in operations, Technical acumen, Excellent written communication skills, Excellent verbal communication skills, Ability to build relationships, Intuitive problem-solver, Works well under pressure, Works well with all types of personalities
Nice to Have
Previously worked at a rapid growth company, Been client facing, Been a lead point of contact, Experience with large data manipulation, Experience with trend recognition
What You'll Do.
Provide high-touch customer support
Answer inbound questions
Educate clients on benefit
Make outbound contacts
Support day-to-day operations
Provide client support over phone
Partner with internal Operations teams
Investigate technical client questions
Address technical client questions
Address support requests
Follow set daily schedule
Adhere to quality standards
Provide excellent customer support
Answer calls and email requests
Become subject matter expert
Acquire technical expertise
Liaise with client HR
Liaise with client Payroll admins
Support healthy account status
Investigate employee experience questions
Help address employee experience questions
Work cross-functionally with Client Success
Work cross-functionally with Internal Technical Teams
Investigate client-specific issues
Resolve client-specific issues
Attend client meetings
Provide technical insight
Adhere to support quality standards
Maintain outstanding client satisfaction
Be on-call for client escalations
Capture client insights
Capture client feedback
How You'll Work.
Team & Collaboration
Client Support Team; Customer Support Operations; Client Success teams; Internal Technical Teams; Internal Operations teams
Communication Scope
Written communication; Verbal communication; Client communication
Full Job Description
About Us: DailyPay is transforming the way people get paid. As a worktech company and the industry’s leading on demand pay solution, DailyPay uses an award-winning technology platform to help America’s top employers build stronger relationships with their employees. This voluntary employee benefit enables workers everywhere to feel more motivated to work harder and stay longer on the job while supporting their financial well-being outside of the workplace. DailyPay is headquartered in New York City, with operations throughout the United States as well as in Belfast. For more information, visit DailyPay's Press Center. http://www.dailypay.com/press 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 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,
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