DailyPay, Inc.
DailyPay's mission is to offer people their first steps toward financial security.
Minneapolis–Saint Paul, MN

Escalation Support Supervisor at DailyPay, Inc. (Minneapolis, MN)

| Minneapolis–Saint Paul, MN
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About 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:

You’ll lead a team of specialized customer support agents providing escalation support to DailyPay’s end users. You will report to the L2 Escalation Support Manager and be part of the larger External Operations team at DailyPay. 

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


Schedule: Tuesday - Saturday, 9 am to 6 pm CST

Location: this position is required to be in office at our downtown Minneapolis locationHow You Will Make an Impact:
  • Become a subject matter expert on DailyPay’s product
  • Drive team efficiency
  • Assist in real-time specialist coaching
  • Conduct weekly 1:1s with each specialist
  • Maintain weekly and YTD specialist performance scorecards 
  • Create, maintain, and adjust as needed specialist schedules
  • Hold team meetings and daily stand-ups for your team
  • Attend staff, Quality Assurance Calibrations, and other ad-hoc meetings
  • Mitigate team turnover
  • Track individual agent PTO+Absences
  • Assist w/ one-off process improvement projects and cross-functional initiatives
What You Bring to The Team:
  • BS/BA
  • 1-3 years of leadership experience in customer support, client services, or operations
  • Proven success driving high performance through team culture
  • Has 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
  • Servant based leadership skills
  • Flexibility to work outside of normal business hours to support customers
  • Occasional need to work outside of normal business hours as required to support customers may be required
What We Offer:
  • Competitive compensation
  • Opportunity for equity ownership
  • Exceptional health, vision, and dental care
  • Employee Resource Groups
  • Fun company outings and events
  • Unlimited books from Amazon
  • Unlimited PTO
  • 401K with company match

No 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 [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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • MetabaseAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • MoqupsDesign
    • AsanaManagement
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • WordpressCMS
    • HubSpotCMS
    • Chorus.AICRM
    • DocuSignCRM
    • HubSpotCRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • MailChimpEmail
    • SendGridEmail
    • HubSpotEmail
    • HubSpotLead Gen
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What are DailyPay, Inc. Perks + Benefits

DailyPay, Inc. Benefits Overview

Our benefits plan includes several health, vision and dental plans. You get to choose the plan that works best for you. DailyPay covers 100% of the monthly premium for a number of these plans.

PTO is unlimited. Take the time that you need. All we ask is that you hit your work goals.

Speaking of unlimited, we offer unlimited books to help spur your growth.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Virtual meditation and workout sessions! Gympass
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Urban Sitter
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning

An Insider's view of DailyPay, Inc.

What’s the vibe like in the office?

If you like a collaborative vibe, DailyPay will be for you. Some of us put the noise cancelling headphones on and work while some of us pair up to work on a hard problem. The open office not only brings in light but also helps us work out tough problems together.

Jamie

Front End Engineering Manager

How do you collaborate with other teams in the company?

DailyPay has done a great job making it easy to work from home during the pandemic. I have the pleasure of working with integration and partnership managers and many other teams daily. Outside of scheduled calls everyone is happy to collaborate via Slack or offer time on their calendar. This is all part of what makes DailyPay a great place to work!

Ed

Strategic Partnerships Manager

How do you empower your team to be more creative?

By emphasizing the need to use our entrepreneurial creativity to unleash the firm’s potential. In a nutshell, I have divided the objectives of the capital markets team (CMT) into two distinct categories. The spark of every new CMT Initiative is the creative entrepreneurship to address a challenge DP faces by using our Capital Markets toolbox.”

Ghani

Senior Director of Capital Markets

How does the company support your career growth?

I started my career at DailyPay a little over a year ago as an Office Manager, and just one year later I was promoted to the Employee Experience and Culture Manager. I am very grateful to work for a company that gives me the tools I need to advance in my career and for leaders that are genuinely interested in my success.

Taylor

Senior Manager of Employee Experience and Culture

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