The Member Support Analyst provides administrative, operational, and analytical support to the Member Support team and assists with day-to-day coordination of projects, communications, reporting, and member support activities. This role requires exceptional organizational skills, professionalism, confidentiality, and the ability to manage multiple priorities in a fast-paced environment. The Member Support Analyst must have a "customer service excellence mindset" to deliver a high level of service to CLIENT members by demonstrating responsiveness, empathy, professionalism, and a commitment to resolving issues effectively while building strong, lasting relationships.
RESPONSIBILITIES:
Assist with daily review and organization of emails, correspondence, and requests. Prepare follow-up correspondence and meeting summaries. Assist with preparation and proofreading of Newsbriefs and member communications. Assist with PLV reports, reconciliation support, coupon analysis, and pricing analysis. Create presentations, spreadsheets, charts, and meeting materials. Track project timelines and follow-up items to ensure completion. Support projects and initiatives within the CLIENT Pricing Management Portal; comprehensive on-the-job training will be provided. Provide support to IT professionals and Franchisees utilizing the CLIENT Pricing Management Portal, including troubleshooting assistance and user coordination. Provide any additional support as needed or required to meet business needs and priorities of the organization. Help Desk and Customer Service Provides exceptional service and support to members by responding help desk call and emails resolving concerns, and ensuring a positive member experience, within four (4) business hours, utilizing Help Desk logging software (Zendesk) to track response and resolution times fully documenting procedures/resolutions/changes. Demonstrates a member-first mindset by proactively identifying needs and delivering timely, accurate, and effective solutions, with patience, professionalism, and a commitment to achieving positive outcomes. Demonstrates strong problem-solving skills and sound judgment when addressing member concerns and navigating complex situations. Appropriately escalate issues that are not resolved in a timely manner. User setup and maintenance of all master level accounts in the CLIENT website – Franchisee, Client Corporate, Trading Partners, and CLIENT Staff.
EDUCATION & EXPERIENCE:
Associate degree or bachelor's degree preferred in Business Administration or related field. Minimum of 2-5 years of administrative or business coordination experience. Experience within the QSR, restaurant, or hospitality industry preferred. OTHER QUALIFICATIONSDemonstrates independent analytical and strategic thinking, applying role-specific knowledge and experience to develop sound recommendations that support business objectives. Effectively manages multiple complex priorities while maintaining strong organization, accountability, and attention to detail. Utilizes intermediate-level Microsoft Office and business systems skills to efficiently complete tasks and communicate effectively. Contributes confidently to discussions by clearly articulating ideas, collaborating across departments, and engaging diverse stakeholders to drive solutions. Fosters a positive team environment through constructive feedback, collaboration, and the ability to motivate and build confidence in others. Consistently demonstrates professionalism, dependability, and a commitment to continuous learning and development while supporting team and organizational success.
