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DailyPay is seeking a Client Support Analyst to join its Customer Support Operations team. This role is central to delivering high-touch, responsive support to DailyPay's corporate HR and payroll administrators. You will work within centralized ticketing systems (Zendesk and Jira) to diagnose technical inquiries, guide clients through platform functionality, and execute critical operational tasks to maintain excellent account health.
Key responsibilities include resolving inbound client inquiries via phone and email through Zendesk; diagnosing backend system anomalies and investigating technical platform questions using internal databases and administrative tools; partnering with client admins on operational data exchange topics including sFTP file processing, data anomalies, payroll calendars, and net earnings validation; orchestrating cross-functional resolution workflows within Jira with Client Success and Engineering teams; maintaining outstanding client satisfaction metrics by adhering to quality standards and response timelines; capturing and reporting recurring client feedback to Product and Engineering teams; attending scheduled client alignment meetings to provide technical insight on employee eligibility configurations; and participating in an on-call rotation during designated weekends and holidays for urgent escalations.
You should have 1+ years of professional experience in customer support, client services, account operations, or technical support environments. Required skills include proficiency with modern ticketing systems (Zendesk, Jira) and basic familiarity with data platforms or file transfer setups (sFTP, SQL, Metabase). Excellent written and verbal communication skills are essential, with the ability to explain technical concepts clearly to non-technical HR and payroll contacts. Strong analytical and problem-solving capabilities, with composure and detail-orientation under pressure, are critical. You should be a fast learner capable of rapidly achieving subject matter expertise in evolving software products, backend tooling, and fintech configurations. A bachelor's degree in Business Administration, Information Systems, Communications, or related field is preferred, or equivalent practical operational experience.
