Job Description
A client of Insight Global is seeking a Loyalty Support Specialist to support and optimize a large-scale restaurant loyalty program used across hundreds of franchise and corporate locations. This role sits at the intersection of customer success, loyalty program operations, application support, and vendor management.
The ideal candidate understands how loyalty platforms work behind the scenes and enjoys investigating issues, managing support tickets, coordinating with vendors, and collaborating across multiple business and technical teams. Experience supporting Punchh or a similar loyalty platform is highly preferred.
This is a highly visible role where you'll serve as the primary point of contact for loyalty support issues, helping ensure a seamless experience for restaurant operators and guests.
What You'll Do
Ticket & Incident Management
Serve as the primary owner for loyalty-related support tickets from intake through resolution
Manage and prioritize incoming tickets from multiple support channels and systems
Submit, track, escalate, and follow up on tickets with Punchh and other external partners
Monitor ServiceNow queues and customer-reported issues daily
Provide timely updates to stakeholders and ensure all tickets are documented appropriately
Loyalty Platform Support & Troubleshooting
Investigate loyalty program issues impacting restaurant locations, guests, promotions, rewards, and campaigns
Troubleshoot platform, mobile app, and loyalty-related functionality issues
Partner with Punchh support teams to identify root causes and drive resolution
Analyze campaign and reward configuration issues, unexpected member behavior, and transaction-related discrepancies
Support new restaurant openings and loyalty program rollouts by validating platform functionality
Cross-Functional Collaboration
Work closely with Marketing, POS, Digital, Customer Care, Operations, and Vendor teams
Coordinate information gathering and issue resolution across multiple stakeholders
Participate in recurring support and vendor meetings
Escalate critical incidents and high-impact issues as needed
Documentation & Process Improvement
Maintain support documentation, knowledge articles, and troubleshooting guides
Document root cause analyses and lessons learned
Track recurring issues and recommend process improvements
Support ongoing optimization of loyalty program support operations
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
2+ years of experience supporting customer loyalty programs, CRM platforms, or customer engagement platforms
Hands-on Punchh experience strongly preferred
Experience managing support tickets and working within structured support processes
Strong troubleshooting and problem-solving skills
Experience working with ticketing platforms such as ServiceNow, Jira, Zendesk, or similar tools
Excellent communication and stakeholder management skill
Nice to Have Skills & Experience
Hands-on Punchh experience strongly preferred
Experience supporting restaurant, retail, hospitality, or franchise environments
Background in customer success, loyalty operations, CRM support, or digital product support
Understanding of loyalty programs, rewards platforms, promotions, and customer engagement systems
Experience working with mobile app support issues
Familiarity with POS systems and integrations
Experience conducting root cause analysis and documenting support knowledge
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.