Member Support Analyst

The Member Support Analyst provides administrative, operational, and analytical support to the Member Support team. This role handles day-to-day project coordination, help desk ticketing, portal administration, member communications, and data reporting. The ideal candidate brings a "customer service excellence mindset"—delivering responsive, empathetic, and professional support while managing multiple priorities in a fast-paced environment.

Key Responsibilities

Help Desk & Customer Service

• Provide high-touch help desk support (phone and email) using ticketing software (e.g., Zendesk), maintaining a strict 4-business-hour response SLA.
• Fully log, track, and document incident procedures, resolutions, and system changes.
• Troubleshoot member concerns with sound judgment, escalating unresolved or complex issues appropriately.
• Manage master-level user account setup, permissions, and maintenance on the member web portal for franchisees, corporate partners, trading vendors, and staff.

Operations, Analytics & Administration

• Support pricing and portal management tools (including user coordination, troubleshooting, and system administration; on-the-job training provided).
• Assist with operational reporting, including pricing analysis, reconciliation support, promotion/coupon analysis, and report generation.
• Draft, proofread, and prepare member communications, newsletters, and follow-up correspondence.
• Track project timelines, action items, and deliverable schedules to ensure timely completion.
• Create presentations, spreadsheets, and meeting materials for internal and external stakeholders.

Qualifications & Requirements

• Education: Associate or Bachelor’s degree in Business Administration or a related field preferred.
• Experience: 2–5 years of administrative, business coordination, or help desk support experience.
• Industry Preference: Background in Quick Service Restaurant (QSR), restaurant, supply chain, or hospitality environments is a plus.

Key Skills & Attributes

• Technical Proficiency: Intermediate to advanced skills in Microsoft Office (Excel, Word, PowerPoint) and help desk ticketing platforms (e.g., Zendesk).
• Customer-First Mindset: Strong problem-solving skills, patience, and a commitment to rapid, high-quality issue resolution.
• Organization & Detail: Ability to manage multiple competing priorities with strong accountability and analytical accuracy.
• Communication: Excellent written and verbal communication skills for cross-departmental collaboration and member-facing interactions.