Member Support Lead

3 weeks ago

El Segundo, United States Prodege LLC Full time

The** Member Support Lead **is a pivotal role which helps to ensure the success and satisfaction of our valued members and partners within the Gaming and Publisher space. The role will be responsible for guiding and mentoring our Member Support Representatives to excel in their roles, while also providing feedback to enhance processes and elevate customer satisfaction. Strong leadership and problem-solving skills will be essential in handling complex issues and ensuring efficient workflow management within the team.

**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**:

- **Coaching and Support**
- **Process Improvement**
- **Operational Management**

**_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)**

**1. Coaching and Support**:

- Guide Member Support Representatives: Provide guidance on understanding products, adhering to policies and procedures, and achieving performance goals.
- Evaluate Customer Interactions: Gauge the quality of interactions, track outcomes, and offer constructive feedback and coaching for continual improvement.
- Assess and Report on Team Performance: Provide insights and recommendations on the performance of team members to management, functioning in a support and advisory capacity rather than direct management.

**2. Process Improvement**:

- Collaborate with Management: Work with management to identify opportunities for process improvement, aiming to boost efficiency and enhance customer satisfaction.
- Work Closely with Departments: Ensure collaboration across departments to maintain high levels of member satisfaction.

**3. Operational Management**:

- Oversee Incoming Tickets: Manage the influx of tickets, ensuring prompt responses and efficient distribution of workload among team members.
- Tackle Complex Problem-Solving Scenarios: Handle complex issues and manage escalations effectively.

**What does SUCCESS look like?**

Successful performance in the role of Member Support Lead is characterized by demonstrating effective leadership and mentoring, which directly enhances the skills and performance of Member Support Representatives. This individual effectively identifies and implements process improvements in collaboration with management, boosting overall efficiency and customer satisfaction. They adeptly manage a high volume of incoming support tickets, ensuring prompt and accurate responses. Additionally, they excel in handling complex issues, demonstrating strong problem-solving skills and contributing significantly to the team's operational management and strategic goals.

**The MUST Haves: (ex: job cannot be done without these skills, education, experience, certifications, licenses)**
- High School diploma or equivalent required.
- Three or more (3+ years experience customer service/support or related function.
- Excellent interpersonal, problem-solving, and multitasking skills.
- Ability to work well under pressure and prioritize effectively.
- Proficiency in computer programs, including Microsoft Word, Access, and Excel.
- Enthusiastic, customer-focused, self-motivated, and innovative mindset.
- Demonstrated leadership capabilities and skills.

**The Nice to Haves: (ex: preferred additional skills, education, experience, certifications, licenses)**
- A bachelor's degree in business administration, communications, or a related field is preferred.
- Experience in a leadership or lead role in a customer service environment.
- Familiarity with CRM systems and ticketing platforms.
- Experience with KPI’s and Quotas

**Prodege Benefits**:
Prodege offers a comprehensive benefits package to US Full-time employees including medical, dental, vision, STD, LTD and basic life insurance. Employees receive flexible PTO, as well as paid sick leave prorated based on hire date. US Employees have eight paid holidays throughout the calendar year. Employees receive an

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