Job Description
Strategic Imperative:
The
Sr. Customer Support Associate strengthens the Consumer Support function by resolving a broader range of user/member issues with increased independence, accuracy, and speedwhile reinforcing service quality, process consistency, and user/member trust. This role goes beyond first-level responses by owning more complex troubleshooting, contributing to knowledge and process improvements, and supporting team performance through strong documentation, trend awareness, and disciplined case management. Success is defined by consistently delivering high-quality user/ member outcomes, reducing repeat contacts, and serving as a dependable escalation support within established guidelines.
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
- Own complex user/ member inquiries across email and live chat with minimal supervision.
- Improve resolution quality and speed while maintaining high CSAT and adherence to SLAs.
- Strengthen documentation and process consistency through accurate case notes and knowledge updates.
- Reduce repeat contacts by identifying root causes and improving self-service/agent guidance.
- Support team performance by sharing best practices and assisting with peer ramp/training as needed.
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)
- Customer Inquiry Handling
- Respond to user/ member inquiries via email and live chat, independently managing higher-volume and higher-complexity queues.
- Provide clear guidance across policies, account scenarios, promotions, and product flows; ensure responses are complete and reduce back-and-forth.
- Triage incoming issues and route/escalate using documented criteria; identify patterns that may indicate larger user/ member-impacting issues.
- Assist user/members with advanced navigation and troubleshooting across website and mobile app flows (including multi-step account issues, verification blockers, payment/redemption questions, etc.).
- Issue Resolution
- Troubleshoot complex user/member issues end-to-end using internal tools, documented playbooks, and judgment within established guidelines.
- Serve as a first-point escalation resource for Customer Support Associates for defined issue types (without formal people management).
- Clearly communicate next steps, timelines, and outcomes to user/ members; proactively follow up where required to confirm resolution.
- Identify repeatable failure points and propose fixes (macro updates, workflow adjustments, clearer help-center language).
- Data Entry, Quality, and Documentation
- Maintain exceptional documentation standards in the CRM (Zendesk): accurate tagging, disposition, notes, and resolution steps that support auditability and analytics.
- Contribute to knowledge base upkeep: draft or improve macros, internal FAQs, and help center articles based on real ticket patterns.
- Produce recurring insights (weekly/monthly) on top contact drivers, defect patterns, and user/member friction points; recommend actions.
- Demonstrate consistent quality against KPIs (QA score, CSAT, SLA, AHT where applicable, reopens/recontacts).
- User/Member Relationship Management (Stronger Ownership)
- De-escalate challenging interactions with professionalism and empathy; confidently handle sensitive user/member situations.
- Provide actionable feedback to Team Lead about Product based on real user/member experiences, including reproduction steps and impact notes.
- Participate in calibration sessions and contribute to team standards on tone, quality, and decision consistency.
The MUST Haves: (ex: skills, education, experience, certifications, licenses)
- Two or more (2+) years of live chat & email customer service/support experience is required.
- Have general computer knowledge and typing speed of 35 wpm.
- Excellent verbal and written communication skills are a must.
- Proficiency with Google Drive and Zendesk software will be a plus.
- Basic skills in Microsoft Word and Excel Functions.
- Must be detail oriented, capable of managing competing priorities and meeting tight timelines.
- Must be self-motivated and deadline/quota oriented.
- Must be able to work productively with limited supervision.
The Nice to Haves: (preferred additional skills, education, experience, certifications, licenses)
- Experience supporting KPI-based environments (CSAT, QA, SLA, AHT, reopens) with demonstrated performance improvement.
- Experience contributing to knowledge bases, macros, workflow documentation, or process improvement initiatives.
