About Us:
DailyPay, Inc. is transforming the way people get paid. As 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.
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
#BI-Remote #LI-Remote
Pay Transparency. DailyPay takes a market-based approach to compensation, which may vary depending on your location. United States locations are categorized into three tiers based on a cost of labor index for that geographic area. The salary ranges are listed by geographic tier. Additionally, this role may be eligible for variable incentive compensation and stock options. Where a candidate fits within the compensation range for a role is based on their demonstrated experience, qualifications, skills, and internal equity.
DailyPay is committed to fostering an inclusive, equitable culture of belonging, grounded in empathy and respect, which values openness to opinions, awareness of lived experiences, fair treatment and access for all. We strive to build and develop diverse teams to create an organization where innovation thrives, where the full potential of each person is engaged, and their views, beliefs and values are integrated into our ways of working.
We encourage people of all backgrounds to join us on our mission. If you require reasonable accommodation for any aspect of the recruitment process, please send a request to peopleops@dailypay.com. All requests for accommodation will be addressed as confidentially as practicable.
DailyPay is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.