Customer Support Specialist

Job Description

Strategic Imperative:

The Customer Support Specialist elevates the performance and maturity of Consumer Support by serving as a subject matter expert and operational problem-solver for complex member issues, escalations, and recurring contact drivers. This role blends deep member-facing support expertise with structured troubleshooting, cross-functional collaboration, and continuous improvement. The Specialist helps reduce member friction at scale by translating ticket trends into actionable insights, strengthening support tooling and knowledge, and ensuring high-quality resolutions for high-impact or high-risk cases. Success is measured by improved resolution outcomes, fewer repeat contacts, better escalation hygiene, and meaningful contributions to product and process improvements.

Prodege

A cutting-edge marketing and consumer insights platform, Prodege has charted a course of innovation in the evolving technology landscape by helping leading brands, marketers, and agencies uncover the answers to their business questions, acquire new customers, increase revenue, and drive brand loyalty & product adoption. Bolstered by a major investment by Great Hill Partners in Q4 2021 and strategic acquisitions of Pollfish, BitBurst & AdGate Media in 2022, Prodege looks forward to more growth and innovation to empower our partners to gather meaningful, rich insights and better market to their target audiences.

As an organization, we go the extra mile to Create Rewarding Moments every day for our partners, consumers, and team. Come join us today!

Primary Objectives

• Resolve the most complex and high-impact member cases with expert-level accuracy and professionalism
• Improve support operations through knowledge improvements, workflow optimization, and consistent decision-making
• Own escalation quality (triage, investigation, cross-functional handoffs, and closure communication)
• Drive contact driver reduction by identifying root causes and partnering with internal teams on fixes
• Elevate team performance through guidance, coaching support, and quality calibration contributions
  
  

Qualifications - To perform this job successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Detailed Job Duties: (typical monthly, weekly, daily tasks which support the primary objectives)

• Expert Case Ownership & Escalation Management
• Independently handle the most complex tickets and escalations, including sensitive, high-friction, and policy-driven cases requiring advanced judgment.
• Own escalations from intake through resolution: clarify issue scope, gather evidence, investigate, coordinate cross-functional help, and close the loop with the member.
• Apply policies consistently while balancing member experience; flag ambiguous scenarios for policy clarification and standardization.
• Create clear, member-friendly narratives for outcomes (especially when denying requests or enforcing policy).
• Advanced Troubleshooting & Root Cause Analysis
• Investigate recurring issues using internal tools, logs/metadata available to support, and structured problem-solving methods.
• Identify true root causes (not just symptoms) and document reproducible steps, impact, and frequency.
• Process Improvement & Knowledge Ownership
• Own continuous improvement for assigned support categories (e.g., account access, redemption, app issues, offer validation): refresh macros, decision trees, internal KB, and help-center content.
• Build and maintain clear support playbooks that reduce variance across agents and improve speed-to-resolution.
• Recommend tooling/workflow improvements inside Zendesk (tags/forms/macros/routing/QA flags) to reduce manual effort and improve data integrity.
• Insights, Reporting, and Operational Rigor
• Track and report on contact drivers, escalations, defect trends, and resolution blockers; translate data into practical operational recommendations.
• Monitor category performance and contribute to weekly/monthly readouts (e.g., top issues, spikes, severity, and mitigation actions).
• Support incident-like workflows: identify member-impacting spikes, escalate appropriately, and assist with coordinated communications where needed.
• Team Enablement (Non-Managerial)
• Support onboarding and ramp of new associates by sharing best practices, reviewing examples, and helping reinforce standards.
• Participate in QA calibrations; provide actionable feedback and identify coaching themes that improve team performance.
• Act as a dependable resource for how do I solve this questionsdriving consistency and confidence across the team.
  

The MUST Haves

• Four or more (4+) years of customer service/support experience in email/chat environments, including complex troubleshooting and escalations.
• Exceptional written communication, de-escalation skill, and ability to explain outcomes clearly and professionally.
• Strong proficiency with Zendesk (or similar), including ticket hygiene, tagging taxonomy discipline, and workflow usage.
• Demonstrated ability to perform root cause analysis, document reproducible issues, and drive solutions through partner teams.
• Strong prioritization, attention to detail, and reliability in high-volume or high-ambiguity situations.
  
  

The Nice to Haves

• Experience owning a support category/program (knowledge base ownership, macros/playbooks, contact driver reduction).
• Familiarity with support analytics and KPI management (CSAT, QA, SLA, AHT, reopens, backlog health).
• Experience improving Zendesk configurations (forms, routing rules, triggers/automationswithin role permissions).