Partner Support Specialist
About The Position
Prizeout is a leading New York City-based fintech company where innovation meets financial empowerment. We provide rewards and loyalty solutions to partners that transform the way their customers engage and maximize their financial potential. Our Financial Institutions team is expanding, and we're looking for a Partner Support Specialist to serve as an essential operational link between Prizeout and our credit union partners. This role focuses on supporting escalated partner inquiries, ensuring quick resolution, exceptional communication, and a seamless partner experience. You’ll succeed here if you’re detail-oriented, empathetic, proactive, and comfortable operating in a fast-paced environment. About This Role: The Partner Support Specialist will play a critical role in managing and resolving incoming escalations from our credit union and financial institution partners. You will communicate promptly, troubleshoot issues, coordinate internally to find solutions, and help strengthen partner relationships through clear communication and reliability. This position is hybrid, requiring 3 days/week onsite at our NYC office and at least one weekend workday as part of your regular schedule.
Requirements
- 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.
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).
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
51-100 employees
