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Prizeout · 3 weeks ago

Partner Support Specialist

New York, New York

Full-time

Hybrid

Entry, Mid Level

$70K/yr - $80K/yr

1+ years exp

Prizeout is a leading New York City-based fintech company providing rewards and loyalty solutions. The Partner Support Specialist will serve as a vital operational link between Prizeout and its credit union partners, focusing on managing escalated inquiries and ensuring a seamless partner experience.

Advertising PlatformsFinTechMarketing

No H1B

Responsibilities

Serve as the primary point of contact for escalated support inquiries from credit union partners, ensuring timely, accurate, and service-oriented responses

Investigate and troubleshoot partner-reported issues by collaborating cross-functionally with Client Growth, Product, Engineering, and Operations

Triage incoming cases, assess urgency, and escalate further when necessary

Maintain thorough and organized case documentation to track issue status, trends, and partner feedback

Build strong rapport with partners by providing consistent, high-quality support and proactive communication

Identify patterns across inquiries to recommend process improvements, workflow updates, and product enhancements

Support the development of partner-facing Help Center content, FAQs, and internal documentation to reduce recurring escalations

Contribute to ongoing partner enablement by helping refine training materials, onboarding flows, and operational guides

Participate in weekend support coverage (at least one weekend day ongoing)

Qualification

Customer support experienceProblem-solving abilitiesCommunication skillsTech-savvyProactive mindsetTeam playerDetail-oriented

Required

1-3 years of experience in customer support, partner support, account coordination, or a similar client-facing role - preferably in fintech, SaaS, or financial services

Strong problem-solving abilities with confidence managing complex or ambiguous issues

Excellent written and verbal communication skills; able to translate technical or operational details into clear explanations

Tech-savvy, organized, and comfortable managing multiple cases at once

A helpful, patient, and partner-first mindset with the ability to understand issues from the partner's perspective

Comfortable with evolving priorities and operational needs

Willingness to work at least 1 weekend day and 3 weekdays onsite in NYC

A team player with a proactive, solutions-oriented approach