Jobs in America

Customer Support Team Lead

4 Year

Negotiating the salary with the employer is an option since the salary is not specified in the initial job offer. Have you thought about whether full time work is a good match for your skills and experience level? To apply for this job, you need to possess 48 months of experience in the same field. The company is looking for qualified candidates for a vacancy located in Lead, but they may also consider applicants from other areas who meet the following criteria. The job offer of Customer Support Team Lead has been available since February 26, 2024, and it will be closed on May 19, 2024.

About Us:

DailyPay, Inc. is transforming the way people get paid. As 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 in Minneapolis and Belfast. For more information, visit DailyPay's Press Center.

The Role:

We are seeking a Customer Support Team Lead to provide support to our customers and our customer support agents as a subject matter expert. This is a support role: you will provide real time support for frontline agents by acting as a point of escalation for supervisor takeover calls; and educate agents by addressing their real time questions. You will serve as a subject matter and product knowledge expert and assist supervisors with communicating process and product updates.

You will report to the Customer Support Supervisor and be part of the rapidly growing Product Support team at DailyPay.

If this opportunity excites you, we encourage you to apply even if you do not meet all of the qualifications.

How You Will Make an Impact:
  • Become an expert in our resources, including the DailyPay backend, Zendesk Knowledge Base, and critical support tools.
  • Take over upset customer interactions (supervisor escalations) from frontline agents
    • De-escalate and resolve customer issues, provide feedback as needed
  • Answer agent product and process questions as a subject matter expert on DailyPay's product
    • Offer real-time assistance to frontline agents who need explanation or guidance in the proper process
    • Help de-escalate upset customers requesting 'Supervisor' for product/service explanation
  • Assist with training/upskilling support:
    • Help with hands-on training ('nesting') by reviewing new hire communications
    • Provide feedback and guidance on support processes and product knowledge
  • Answer agent product and process questions as a subject matter expert on DailyPay's product
  • Assist Supervisor w/ Team tasks, such as daily stand-ups, coaching and development, and special projects
  • Capture customer insights/feedback to be shared with our product team to improve the User Interface and User Experience
What You Bring to The Team:
  • 4+ years experience in customer support or client services
  • Demonstrated coaching abilities: providing clear, concise, and constructive feedback
  • Demonstrated customer service skills: critical thinking, de-escalation, and problem-solving
  • Proficiency in an omnichannel environment consisting ofvoice, chat and email correspondence
  • Work well under pressure in a fast-paced environment
  • Quick learner and self-starter excited to take on new challenges
  • Enjoys collaborating cross functionally; working as part of a team and interacting with different personalities
  • You must have a quiet, secure work area in the home with access to high speed internet free from background noise and where customer information can be kept confidential and secure
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

Pay Transparency.
DailyPay takes a market-based approach to compensation and compensation may vary depending on your location. U.S. locations are categorized into two tiers based on a cost of labor index for that geographic area. The salary ranges are listed by geographic tier. Additionally, this role may be eligible for variable incentive compensation in addition to stock options. Where a candidate fits within the compensation range for a role is based on their demonstrated experience, qualifications, skills and internal equity.

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National Compensation Range (States Outside CA, CT, NJ, NY, WA)

$39,000—$51,000 USD

DailyPay is committed to fostering an inclusive, equitable culture of belonging, grounded in empathy and respect, which values openness to opinions, awareness of lived experiences, fair treatment and access for all. We strive to build and develop diverse teams to create an organization where innovation thrives, where the full potential of each person is engaged, and their views, beliefs and values are integrated into our ways of working.

We encourage people of all backgrounds to join us on our mission. If you require reasonable accommodation for any aspect of the recruitment process, please send a request to [email protected]. 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.

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