The Partner Support Specialist manages escalated inquiries from partners, troubleshoots issues, coordinates internally for solutions, and maintains case documentation to strengthen partner relationships.
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.
What You'll Do:
- 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).
What We're Looking For:
- 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.
Compensation:
The expected annual salary range for this position is $70,000 - $80,000.
Note: Must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.
WHAT IS PRIZEOUT?
Prizeout is an advertising and financial technology company that helps put money back into people’s pockets. Through Prizeout’s technology, brand-funded offers are available to all partners - including financial institutions, gaming companies, gig economy startups, and more - giving them access to instant cashback from national and local brands when they shop with digital gift cards. The company was founded in 2019 and is headquartered in New York City.
Prizeout is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Top Skills
Communication Tools
Customer Support
Documentation Software
Prizeout New York, New York, USA Office
Union Square offers some of the best restaurants, fitness studios, and outdoor space the city has to offer. In addition to that, there are various subway trains and it is a quick walk to Penn Station or train to Grand Central.
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