Prodege, LLC · 6 days ago
Director, Consumer Support (Customer Support)
United States
Full-time
Remote
Director/Executive
$165K/yr - $185K/yr
8+ years expProdege, LLC is a cutting-edge marketing and consumer insights platform, and they are seeking a Director of Consumer Support to lead a high-performing global support organization. This role is responsible for driving operational excellence, optimizing workflows, and advocating for a member-first experience across all interactions.
AdvertisingAnalyticsDigital MediaGift CardMarket ResearchMobileSearch EngineVirtual Currency
Responsibilities
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
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
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
Qualification
Required
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
Preferred
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
Benefits
Medical
Dental
Vision
STD
LTD
Basic life insurance
Flexible PTO
Paid sick leave prorated based on hire date
Eight paid holidays throughout the calendar year
Option to purchase shares of Company stock commensurate with their position, which vests over four years
Company
Prodege, LLC
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.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$60MKey Investors
Great Hill PartnersTCV
2021-11-15Private Equity
2014-04-01Series A· $60M
2008-01-01Series Unknown
Leadership Team
Joe Picciano
President / Interim CEO
Angela Valley
SVP Revenue & Operations
Recent News
Canada NewsWire
2025-10-30
GlobeNewswire News Room
2025-01-30
GlobeNewswire News Room
2024-12-03
Company data provided by crunchbase