Client Support Analyst

DailyPay; Minneapolis (MN); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health, Vision & Dental

Equity ownership

Life and AD&D

Disability insurance

Employee Assistance Program

Employee Resource Groups

Company outings

Unlimited PTO

401K with company match

Job summary

DailyPay in Minneapolis is seeking a Client Support Specialist to deliver high-touch operational support to corporate HR and Payroll administrators, using Zendesk and Jira, diagnosing inquiries, guiding platform functionality, and ensuring data exchanges run smoothly.

The role requires 1+ years in customer support, familiarity with sFTP/SQL/Metabase, strong communication, and collaboration with technical teams. Weekend/on-call rotations included.

Qualifications

• 1+ years of professional experience in customer support, client services, or technical support.
• Proven ability to explain technical concepts to non-technical HR and payroll contacts.
• Strong analytical and problem-solving skills under pressure.
• Bachelor’s degree or equivalent practical operational experience in a related field.

Responsibilities

• Queue Management: Resolve inbound client inquiries across phone and email via Zendesk promptly and accurately.
• Technical Troubleshooting: Diagnose backend system issues and answer platform questions using internal tools.
• Payroll & Data Auditing: Collaborate with client admins on data exchanges, sFTP processing, and earnings validation.
• Internal Ticket Governance: Coordinate cross-functional resolutions with Success and Engineering teams in Jira.
• Quality Assurance Adherence: Maintain high client satisfaction through strict adherence to SLAs and processes.
• Cross-Functional Insight Sharing: Report recurring feedback to Product and Engineering to improve the platform.
• Client Consultation: Join alignment meetings to discuss eligibility configurations and product functionality.
• Operational Availability: Participate in weekend/holiday on-call rotations for urgent escalations.

Skills

1+ year experience

Zendesk

Jira

sFTP

SQL

Metabase

Communication

Education

Bachelor's degree

Business/IS/Communications

Tools

Zendesk

Jira

sFTP

SQL

Metabase

Job description

About Us:

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 Role:

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.

How You Will Make an Impact:

• 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 elevate 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

What You Bring to The Team:

• 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.

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

High-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 [e-mail]. 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.