Director, Consumer Support

Job Description:

Strategic Imperative: 

The Director, Consumer Support role is accountable for operating a high-performing, global support organization that delivers a trusted, member-first experience across every interaction. The role drives operational excellence by optimizing Zendesk workflows, self-service, and intelligent automation to improve speed, consistency, and cost-to-serve—without compromising empathy or quality. As the voice of the member, this position translates support insights into cross-functional action, influencing Product, Tech, and Compliance to remove friction and resolve systemic issues. The role establishes strong governance for policies, credits, and escalations to ensure fair, consistent decisioning and risk-aware outcomes. Through clear metrics, quality programs, and continuous improvement, the position increases satisfaction, reduces repeat contact, and strengthens member trust globally.

 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 Blackstone in Q1 2026, 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!

***This role is hybrid and we are therefore looking ***
 

Primary Objectives: 

• Operate a High-Performing Global Member Support Organization: Lead a strong global team and operating model that delivers reliable coverage, clear accountability, and consistent service outcomes.
• Drive Operational Excellence Through Zendesk, AI, and Automation: Own the support tooling ecosystem and automation roadmap to improve speed, consistency, deflection, and cost-to-serve while preserving an empathy-first experience.
• Champion the Member Experience Through Voice-of-the-Member Insights and Cross-Functional Influence: Serve as the internal advocate for members by turning support signals into prioritized improvements and partnering across teams to remove friction and resolve root causes.
• Establish Strong Governance, Quality, and Compliance Standards:Own policy/credit decisioning and escalation governance while maintaining high quality, audit-ready practices, and adherence to service/regulatory standards across global markets.

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)

• Operate a High-Performing Global Member Support Organization

  • Lead a global Member Support organization (agents, leads, analysts); coach performance and develop career pathways.

  • Establish and operate a scalable global support model (tiering, coverage, queue ownership, handoffs, escalation paths).

  • Partner with Operations/WFP to forecast demand, plan staffing, and ensure peak readiness and operational resilience.

  • Lead change management for tooling, workflow, and policy updates through communication, training, and adoption.

• Drive Operational Excellence Through Zendesk, AI, and Automation

  • Own the Zendesk ecosystem end-to-end (administration, workflows, routing, automations, SLAs, taxonomy, reporting, integrations).

  • Define and execute the AI and automation roadmap (bots, guided flows, self-service, knowledge content) to increase deflection and reduce manual intervention.

  • Drive KPI ownership and optimization (CSAT, SLA, backlog/aging, FCR, AHT, reopen, escalations, deflection, cost-to-serve).

  • Lead change management for tooling and workflow releases to ensure adoption and measurable impact.

• Champion the Member Experience Through Voice-of-the-Member Insights and Cross-Functional Influence

  • Serve as the internal champion for the member experience; influence Product, Engineering, Compliance, Operations to remove friction and resolve systemic issues.

  • Create and maintain a “voice of the member” insights engine; deliver executive-ready reporting and translate themes into prioritized actions.

  • Drive continuous improvement based on contact drivers, feedback, and root-cause analysis to strengthen trust and satisfaction.

• Establish Strong Governance, Quality, and Compliance Standards

  • Own resolution governance (credits, refunds, goodwill, exception handling) ensuring fair, consistent decisioning with risk controls and impact measurement.
     

  • Build and run a global quality program (QA rubrics, calibration, coaching loops, training) to ensure empathy, accuracy, and policy adherence.

  • Ensure standards are met across key jurisdictions (US, UK, Germany, India, Greece) with audit-ready documentation and consistent execution.

  • Maintain strong escalation governance and service standard adherence across the global organization.

Additional Management Responsibilities:

• Performance Management: setting and managing goals, on-going coaching, corrective action, annual reviews, rewards/recognition, and team/individual development

• Employee Life Cycle Management: headcount forecasting, job descriptions, recruiting/hiring, termination 

• Governance: ensuring compliance to company policy/practice (e.g. attendance, behavior, workplace attire), ensuring compliance to employment law (e.g. time keeping, anti-harassment and diversity)

• Leadership: ensures availability to staff, team building, building rapport with individuals, encouraging strong collaborative relationships between individuals and departments, facilitating a healthy work/life mix, solicits and applies feedback (internal and external to team), self-improvement as a leader/manager of people

• Culture Ambassador: proactively demonstrate and cultivate a culture of cooperative collaboration, strong work ethic, solutions-orientation, quality focus, results-orientation, relaxed/enjoyable atmosphere, team- and individual- celebration, and company/product pride

What does SUCCESS look like?

Successful performance in this role is demonstrated by a consistently strong, trusted consumer support experience delivered through a high-performing global team and a scalable operating model. Support operations run with measurable rigor—Zendesk workflows, self-service, and automation drive faster resolution, higher deflection, and improved cost-to-serve while maintaining empathy and quality. Member experience improvements are clearly visible through rising CSAT/FCR, healthier backlog and SLA performance, reduced escalations, and faster escalation resolution times. The function operates as the “voice of the member,” translating contact drivers and feedback into prioritized, cross-functional fixes that reduce repeat contacts and support volume from systemic product issues. Policy, credit, and compensation decisions are fair, consistent, well-documented, and measurable, with strong governance and compliance across global markets. Overall, Consumer Support is recognized as a strategic partner that strengthens trust, reduces friction, and drives continuous improvement across the business. 

The MUST Haves: (ex: job cannot be done without these skills, education, experience, certifications, licenses) 

• Bachelor’s degree or equivalent practical experience in Business, Communications, Operations, Analytics, or a related field.

• Eight or more (8+) years of experience in customer/member support, service operations, or customer experience, with three or more (3+) years in senior people leadership (leading leads/managers and scaling teams).

• Proven success building and scaling global support organizations across regions, time zones, and channels in a fast-paced tech environment.

• Expert-level Zendesk experience, including advanced administration and configuration (triggers, automations, SLAs, routing, macros, views, tagging taxonomy, reporting, integrations) and implementing AI/bot or automated support flows.

• Strong ability to drive operational performance through data, including dashboards and core support metrics (CSAT, SLA attainment, backlog/aging, FCR, AHT, reopen rates, escalations, deflection, cost-to-serve).

• Demonstrated strength in cross-functional partnership and influence, especially with Product and Engineering, to resolve systemic issues and prioritize member-impacting improvements.

• Experience owning resolution and compensation policies (credits, refunds, goodwill gestures, exceptions/escalations) with sound judgment balancing empathy, consistency, risk, and business impact.

• Excellent communication skills with ability to deliver executive-ready insights, lead change management, and drive adoption across teams.     

The Nice to Haves: (preferred additional skills, education, experience, certifications, licenses) 

• Advanced degree (MBA or Master’s) in a relevant discipline or formal training/certifications in customer experience, service operations, analytics, or automation (e.g., Zendesk certifications).

• Experience operating in regulated or risk-sensitive environments (e.g., fintech, digital health, online marketplaces) with strong attention to compliance and audit-ready processes.

• Experience scaling a comprehensive support automation and self-service strategy (deflection, knowledge management, bot optimization, guided workflows) beyond Zendesk-native features.

• Familiarity with global privacy/compliance considerations (e.g., GDPR) and supporting member support practices across multiple jurisdictions.

• Experience managing BPO/outsourcing partners or hybrid support models (in-house + vendor), including performance management and continuous improvement plans.

• Workforce management exposure (forecasting, staffing models, capacity planning, peak readiness) for high-volume or multi-channel support organizations.

• Experience building structured Voice of the Member/Customer programs (taxonomy design, trend reporting, sentiment analysis, executive readouts) that influence product and policy decisions.     

Pay Transparency:
The anticipated base salary range for this position is $160,000 to $180,000. The final salary offered to a successful candidate will be dependent on several factors that may include, but are not limited to; the type and length of experience within the job, type and length of experience within the industry, the type and length of knowledge and skills for the position, education, training, etc. Prodege is a multi-state employer and final compensation within this range could be impacted by work location. Please note that the compensation details listed in US role postings reflect the base salary only.
 

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.

Equal Employment Opportunity Statement

At Prodege, we are committed to creating a diverse and inclusive environment. We are proud to be an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by law. We encourage individuals of all backgrounds to apply.

FCIHO

Employers will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of FCIHO.