Client Support Analyst

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.

The Client Support Specialist is an integral member of the Customer Support Operations organization, responsible for delivering high-touch, responsive operational support to DailyPay’s corporate HR and Payroll administrators. Working within centralized ticketing systems like Zendesk and Jira, this role diagnoses technical inquiries, guides clients through platform functionality, and executes critical outbound operations to maintain excellent account health. You will follow a structured daily schedule, collaborating cross-functionally with technical teams to ensure seamless data exchanges and uphold rigorous client experience quality standards.

• 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

• Professional Experience: 1+ years of professional experience in customer support, client services, account operations, or technical support environments

• Technical Acumen: 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)

• Communication Skills: Excellent written and verbal communication skills, with a proven ability to explain technical concepts clearly to non-technical HR and payroll contacts

• Problem-Solving Skills: Strong analytical and intuitive problem-solving capabilities, with the ability to maintain composure and detail-orientation under operational pressure

• Agility & Learning Speed: A fast learner with the capacity to rapidly achieve subject matter expertise in evolving software products, backend tooling, and fintech configurations

• Educational Foundation: Bachelor’s degree in Business Administration, Information Systems, Communications, or a related field; or equivalent practical operational experience.