Member Support Analyst

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.

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.