Client Support Analyst

Role overview Serve as a frontline technical liaison for corporate HR and Payroll administrators using an on-demand pay platform. Operate within centralized ticketing environments to diagnose issues, guide clients through platform functionality, and execute outbound operational work that keeps accounts healthy. The position blends customer service, technical troubleshooting, and cross-team coordination in a structured, schedule-driven environment.

Responsibilities - Resolve inbound client questions and technical support requests across phone and email channels through a ticketing platform, maintaining high-quality and timely responses. - Diagnose backend anomalies and investigate technical platform questions using internal databases and administrative tools. - Partner with client administrators on operational data exchange topics, including sFTP file processing, data anomalies, payroll calendars, and net earnings validation. - Coordinate cross-functional resolution workflows in an internal ticketing system, liaising with client success and engineering teams on escalated issues. - Capture, synthesize, and report recurring client feedback and platform friction points to product and engineering teams. - Join scheduled client alignment meetings with account teams to provide technical guidance on eligibility configurations and product functionality. - Participate in a structured on-call rotation during designated weekends and holidays to handle urgent client escalations.

Requirements - 1+ years of professional experience in customer support, client services, account operations, or technical support environments. - Proficiency with modern ticketing tools such as Zendesk and Jira, plus basic familiarity with data platforms or file transfer setups including sFTP, SQL, or Metabase. - Strong written and verbal communication skills with the ability to explain technical concepts to non-technical HR and payroll contacts. - Solid analytical and problem-solving capabilities, with composure and detail-orientation under operational pressure. - Capacity to rapidly develop subject matter expertise in evolving software products, backend tooling, and fintech configurations. - Bachelor's degree in Business Administration, Information Systems, Communications, or a related field, or equivalent practical operational experience.

Benefits and work setup - Comprehensive health, vision, and dental coverage - Opportunity for equity ownership - Life and AD&D insurance plus short- and long-term disability - Employee Assistance Program and Employee Resource Groups - Company outings and events - Unlimited paid time off - 401(k) with company match