Escalations Team Lead

5 months ago

Belfast, United Kingdom DailyPay Belfast Full time

**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**:
We are seeking an Escalations Team Lead to provide support to our customers and our customer support specialists. This is an in-office role: you will support customers by resolving tickets; act as a point of escalation for L2 specialists and internal colleagues; and support specialists by addressing their real time questions.

You will report to the Escalations Support Supervisor and be part of the Customer Operations team at DailyPay. This is an exceptional opportunity to further your professional development within our rapidly expanding startup. Our primary objective is to foster your growth alongside our organization.

**How You Will Make an Impact**:

- Handle internal outreach requests from Client Success / Client Support / etc
- Resolve escalated questions from Level 2 specialists (Review and assist with escalated tickets requiring additional research/expertise, 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 tickets/shadowing, provide feedback and guidance on escalation processes and product knowledge)
- Assist Supervisor with Team tasks, such as team 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

**Essential Criteria**:

- 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
- 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**:

- Competitive compensation
- Opportunity for equity ownership
- Private health insurance option
- Employee Resource Groups
- Fun company outings and events
- Generous PTO Allowance
- 5% Pension contribution

**Compensation Range (Belfast)**
- £21,000—£28,000 GBP

DailyPay does not accept and will not review unsolicited resumes from search firms.

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 organisation 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.

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