Prodege

Director, Consumer Support

Remote California · Director · Full-time

Sponsorship not specified$160k-$180kDetected 29 days ago

ComplianceForecastingPerformance ManagementEmployment LawZendeskLeadershipCommunicationCollaborationMentoring

About the role

The role establishes strong governance for policies, credits, and escalations to ensure fair, consistent decisioning and risk-aware outcomes.
Through clear metrics, quality programs, and continuous improvement, the position increases satisfaction, reduces repeat contact, and strengthens member trust globally.
Member experience improvements are clearly visible through rising CSAT/FCR, healthier backlog and SLA performance, reduced escalations, and faster escalation resolution times.

Responsibilities

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
Support operations run with measurable rigor-Zendesk workflows, self-service, and automation drive faster resolution, higher deflection, and improved cost-to-serve while maintaining empathy and quality.
The function operates as the "voice of the member," translating contact drivers and feedback into prioritized, cross-functional fixes that reduce repeat contacts and support volume from systemic product issues.
Overall, Consumer Support is recognized as a strategic partner that strengthens trust, reduces friction, and drives continuous improvement across the busines s.
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).
Excellent communication skills with ability to deliver executive-ready insights, lead change management, and drive adoption across teams.
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.

Requirements

To perform this job successfully, an individual must be able to perform each job duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability 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).
Experience owning resolution and compensation policies (credits, refunds, goodwill gestures, exceptions/escalations) with sound judgment balancing empathy, consistency, risk, and business impact.
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).

Compensation

The anticipated base salary range for this position is $160,000 to $180,000.
The final salary offered to a successful candidate will be dependent on several factors that may include, but are not limited to; the type and length of experience within the job, type and length of experience within the industry, the type and length of knowledge and skills for the position, education, training, etc.
Prodege is a multi-state employer and final compensation within this range could be impacted by work location.
Please note that the compensation details listed in US role postings reflect the base salary only.
US Employees have eight paid holidays throughout the calendar year.
Performance Management: setting and managing goals, on-going coaching, corrective action, annual reviews, rewards/recognition, and team/individual develop ment

Benefits

Prodege offers a comprehensive benefits package to US Full-time employees including medical, dental, vision, STD, LTD and basic life insurance.
Employees receive flexible PTO, as well as paid sick leave prorated based on hire date.
Experience operating in regulated or risk-sensitive environments (e.g., fintech, digital health, online marketplaces) with strong attention to compliance and audit-ready processes.

Company info

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)
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
What does SUCCESS look like?
Successful performance in this role is demonstrated by a consistently strong, trusted consumer support experience delivered through a high-performing global team and a scalable operating model.
Policy, credit, and compensation decisions are fair, consistent, well-documented, and measurable, with strong governance and compliance across global markets.
At Prodege, we are committed to creating a diverse and inclusive environment.

Equal opportunity

We are proud to be an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by law.
We encourage individuals of all backgrounds to apply.
Employers will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of FCIHO.

Apply directly at Prodege →Create a free account for alerts like this View Prodege immigration profile

This listing is sourced directly from Prodege's careers page and normalized into a canonical job model.