Remote Punchh Support Specialist

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.

• 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, escape, and follow up on tickets with Punchh and other external partners
• Monitor Service Now queues and customer-reported issues daily
• Provide timely updates to stakeholders and ensure all tickets are documented appropriately

• 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

• 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

• 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.

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• 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 Service Now, Jira, Zendesk, or similar tools
• Excellent communication and stakeholder management skill 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