L1 Team Lead

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 of voice, 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

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, which may vary depending on your location. United States locations are categorized into three 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 and stock options. Where a candidate fits within the compensation range for a role is based on their demonstrated experience, qualifications, skills, and internal equity. 

New York City$40,000—$52,000 USDRemote, Premium (California, Connecticut, Washington D.C., New Jersey, New York, Massachusetts, Washington)$40,000—$52,000 USDRemote, Standard$38,000—$49,000 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 o