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Customer Support Team Lead

Company: DailyPay Inc
Location: Minneapolis
Posted on: May 16, 2022

Job Description:

Job DescriptionAbout Us:DailyPay is the leader in the on-demand pay industry with an unrivaled technology platform, an unmatched list of blue-chip clients and an extensive list of industry awards. We are rewriting the invisible rules of finance by creating a new financial system. A financial system that is more equitable and inclusive, and benefits everyone. A financial system that enables workers to access their earned pay when they need it. We believe that money should move faster and smoother between employer and employee, between merchant and shopper, between financial institution and customer. We are a mission-driven company hyper-focused on designing technology that can build a better financial system and future. It's no wonder that we are growing at an extraordinary pace. Now we are looking for people who are as passionate as we are about reimagining how money moves. If you're willing to define new rules, change systems and lives, come join us at DailyPay.The Role:We are seeking a Customer Support Team Lead to provide support to our customers and our customer support agents. This is a hybrid role: you will support customers by handling level 1, inbound contacts; act as point of escalation for L1> L2 quick-fix tickets; and support agents by addressing their real time questions.You will report to the Customer Support Supervisor and be part of the rapidly growing Product Support team at DailyPay. This is an amazing opportunity to join a hyper growth team within a rapidly growing startup! Our goal is for you to get to grow with us. If this opportunity excites you, we encourage you to apply even if you do not meet all of the qualifications.Schedules we are hiring for:

  • Thursday - Monday 8am - 5pm CST
  • Monday - Friday 10am - 7pm CST
  • Tuesday - Saturday 4 am - 1 pm CST
  • Sunday - Thursday 4 am - 1 pm CSTThis position is open to in-office MN based applicants and remote applicants that live in FL, TX, NV and Tristate (NY/NJ/CT)
    • Remote - reliable internet is required - 10Mbps internet plan, but strongly recommend 20mbps. You will be asked to run a speed test
    • Remote - Applicants eligible to be considered for this role can be located anywhere in the states of Florida, Nevada, Texas, NY/NJ/CT (Tristate)
    • MN Based - Eligible applicants who live in the Twin Cities Metro area (within 40 miles of downtown Minneapolis) are required to work in office if hired; applicants who live outside of 40 miles can be remote How You Will Make an Impact:
      • Handle Level 1 inbound customer support tickets (primarily emails, chat)
      • Resolve escalated questions and complaints forwarded by Level 1 agents:
      • Take live transfers /escalated tickets requiring a quick-fix
      • Help de-escalate upset customers requesting 'Supervisor' for product/service explanation
      • Assist with new hire onboarding:
      • 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, and special projects
      • Capture customer insights/feedback to be shared with our product team to improve the User Interface and User ExperienceWhat You Bring to The Team:
        • Bachelor's Degree or 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
        • This is an in office role combined with some remote work while the pandemic persists. You must have a quiet, secure work area in the home with access to high speed internet (internet expenses are not reimbursed by DailyPay), free from background noise and where customer information can be kept confidential and secure
        • Most importantly, excited to help DailyPay customers by resolving complex inquiries and highly sensitive escalations
        • Occasional need to work outside of normal business hours as required to support customers may be requiredNice to Haves:
          • Call Center experience
          • Startup experience
          • Knowledge of Zendesk and/or other common support ticketing software
          • The ideal candidate is someone who enjoys researching and helping resolve customer escalations, no matter how big, or small, to ensure the customer has a great experience contacting the support teamWhat We Offer:
            • You will receive a full month of training that will not only cover product specific training but also in depth training in customer service.
            • Competitive compensation
            • Opportunity for equity ownership
            • Exceptional health, vision, and dental care
            • Fun company outings and events
            • 401K with company match
            • 15 Days PTO
            • 8 paid company holidaysNo sponsorship is available for this position.DailyPay does not accept and will not review unsolicited resumes from search firms.As part of our dedication to health and safety, DailyPay requires all colleagues holding in-office positions, or who will be attending any in-person company meetings, be fully vaccinated against the Covid-19 virus unless there is a documented and approved medical or religious accommodation. As a condition of employment, prior to your start date, you will be required to submit proof of your vaccine status.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 peopleops@dailypay.com. 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.

Keywords: DailyPay Inc, Minneapolis , Customer Support Team Lead, Other , Minneapolis, Minnesota

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