Escalations Support Supervisor

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:

You'll lead a team of specialized customer support agents providing escalation support to DailyPay's end users. You will be part of the larger Customer Operations 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:

• Drive team efficiencies and meet departmental KPIs


• Create an environment that helps agents succeed through coaching and mentorship


• Mitigate team turnover


• Work to develop your team's skill set


• Prepare for and lead team meetings


• Conduct weekly 1:1s with each specialist and in real-time when necessary


• Perform agent ticket review for quality assurance and coaching purposes

What You Bring to The Team:

• 1+ years of leadership experience in customer support, client services, or operations


• Proven success leading high performing teams and setting a strong team culture


• Demonstrated critical thinking and problem solving skills


• Works well under pressure and in a high-paced environment


• Is a quick learner and self-starter excited to take on new challenges


• Flexibility to occasionally work outside of normal business hours to support customers

Nice to Haves:

• Bachelor's degree


• Previous work at a rapid growth company


• Experience in the financial services field


• Zendesk 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

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.