Client Support Analyst

About UsDailyPay is the leader in On-Demand Pay, helping employers modernize how people get their pay. DailyPay serves more than 1,900 employers and over 6 million employees, including many of the world's most recognized brands. By providing real-time access to earned pay and financial wellness tools, DailyPay helps employees manage their finances and helps employers attract and retain talent. DailyPay is helping define the future of pay, where money moves at the speed of work.. Learn more at DailyPay's Press Center.The RoleThe 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.How You Will Make An ImpactQueue Management: Resolve inbound client inquiries and technical support requests across phone and email channels via Zendesk in a timely, high-quality mannerTechnical Troubleshooting: Diagnose backend system anomalies and investigate technical client platform questions using internal databases and administrative toolsPayroll & Data Auditing: Partner with client admins to address operational data exchange topics, including sFTP file processing, data anomalies, payroll calendars, and net earnings validationInternal Ticket Governance: Orchestrate cross-functional resolution workflows within Jira, liaising with Client Success and Engineering teams to escalate and close client-specific issuesQuality Assurance Adherence: Maintain outstanding client satisfaction metrics by strictly adhering to established team quality standards, response timelines, and daily operational schedulesCross-Functional Insight Sharing: Capture, synthesize, and report recurring client feedback and platform friction points to Product and Engineering teams to drive systematic platform improvementsClient Consultation: Attend scheduled client alignment meetings alongside account teams to provide technical insight regarding employee eligibility configurations and product functionalityOperational Availability: Participate in a structured on-call rotation during designated weekends and holidays to resolve urgent, time-sensitive client escalations outside of standard business hoursWhat You Bring To The TeamProfessional Experience: 1+ years of professional experience in customer support, client services, account operations, or technical support environmentsTechnical 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 contactsProblem-Solving Skills: Strong analytical and intuitive problem-solving capabilities, with the ability to maintain composure and detail-orientation under operational pressureAgility & Learning Speed: A fast learner with the capacity to rapidly achieve subject matter expertise in evolving software products, backend tooling, and fintech configurationsEducational Foundation: Bachelor’s degree in Business Administration, Information Systems, Communications, or a related field; or equivalent practical operational experience.What We OfferExceptional health, vision, and dental careOpportunity for equity ownershipLife and AD&D, short- and long-term disabilityEmployee Assistance ProgramEmployee Resource GroupsFun company outings and eventsUnlimited PTO401K with company matchHigh-performing cultures aren't built in silos, they thrive on partnership. At DailyPay, we Commit Together to an inclusive, professional environment where multifaceted perspectives are our greatest competitive advantage. We recognize that our team members don’t live “single-issue lives,” and we lean into the wide-ranging backgrounds and life stages that sharpen our collective decision-making.In our high-trust environment, we empower you to Challenge Norms. We’ve created a space where it is safe to ask difficult questions, disrupt the status quo, and share bold perspectives without fear of professional fallout. We believe that by checking our own assumptions and staying curious about the experiences of others, we arrive at better, more innovative results.We provide the space for you to do your best work through peer advocacy and transparent career development. If you are looking for a culture that values intellectual honesty, celebrates the unique lived experiences of its people, and thrives on collective success, you’ll find it here.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.