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DailyPay 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 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
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, USA
New York City, USA
New York City, USA
, USA
New York City, USA
, USA
New York City, USA
New York City, USA
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.
Private U.S. fintech providing employer-sponsored earned wage access and financial wellness tools to American workers.
Visit company websiteJobs and hiring trendsUSD 56000-84000 yearly / year
Full-time
Entry · 1+ years experience
Remote
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