Customer Solutions Specialist

Our Company:

At impact.com we are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded. If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world, then this is the place for you!

impact.com, the world’s leading partnership management platform, is transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more. The company’s powerful, purpose-built platform makes it easy for businesses to create, manage, and scale an ecosystem of partnerships with the brands and communities that customers trust to make purchases, get information, and entertain themselves at home, at work, or on the go. To learn more about how impact.com’s technology platform and partnerships marketplace is driving revenue growth for global enterprise brands such as Walmart, Uber, Shopify, Lenovo, L’Oreal, and Fanatics visit www.impact.com.

Your Role at impact.com:

As a Customer Solutions Specialist, you will be an impact.com platform expert enabled to provide world-class customer support. You will assist our clients on how to best use our platform to manage their Partnerships Channel. Engage with a wide range of clients (from small publishers to multinational brands) via our in-app live chat and ticket system. Collaborate within your team and with other teams across the globe using a selection of tools to craft solutions to clients’ issues. Your daily role will be to provide support for account setup, platform usage as well as finance questions. You will have the opportunity to troubleshoot technical issues and the ability to escalate to other teams where applicable. Your curiosity and drive will be needed to continuously learn about impact.com’s platform and our clients’ partnership marketing efforts. 

The Customer Solutions team is part of the broader Customer Engineering team, whose responsibility is to ensure a high-quality user experience and drive user retention. Our global Customer Solutions team comprises Customer Solutions Specialists who provide 24/5 product support coverage while continuously finding ways to improve our user experience and operational efficiencies.

What You'll Do:

• Support during US Pacific hours, 5 pm to 2 am SAST (PDT)/ 4 pm to 1 am SAST (PST). 
• Be the first point of contact when a client has a problem using the platform.
• Engaging with our users via in-app chat and ticketing system
• Investigating and troubleshooting user and platform issues, including replicating the client’s experience, testing features, and gathering information  
• Learning how to best assist our client’s business through the best use of the platform and new features as they are developed
• Manage support cases to ensure issues are recorded, tracked, and resolved in a timely manner.
• Liaise with a diverse group of professionals across multiple teams. 
• Be involved in cross-functional projects aimed at improving a delightful customer experience with operational efficiency. 
• Work with the Senior team to drive operational efficiencies, change, and alignment with internal teams. 

What You Have:

• 2+ years experience in one of the following:  Front End web development and Technical Customer Support
• Proven track record of solid technical troubleshooting skills
• University Degree in Computer Science or Mathematics 
• Experience in customer support/service within the SaaS world
• Understand the Affiliate Market EcoSystem
• Basic understanding of how business processes work to empathize with what our clients are trying to get done on our platform
• “Superuser” level understanding of the internet - Google-Fu master!
• Detail-oriented, able to effectively prioritize tasks, triage conflicting issues with solid time management
• Customer-centric, willing to be an advocate for your client’s needs and a passion for providing a great customer experience
• Excellent verbal and written communication skills
• Able to break down complex topics into digestible explanations
• The ability to analyze data for insights
• A quick thinker and problem-solver with the ability to pivot when needed
• A self-starter that can work autonomously as well as in a team, and knows how to get stuff done
• Resourceful and able to teach oneself and find an answer
• Hungry to learn and continuously grow your knowledge as the Product/Business evolves
• Familiarity with concepts like API, FTP, SQL, Javascript, and HTML
• Familiarity with Excel or QuickBooks
• A tertiary qualification in customer service or digital marketing is beneficial

Nice to have:

 Affiliate & Partnerships Industry Fundamentals Certification by PXA

Benefits:

• Hybrid, Casual work environment
• Responsible PTO policy
• Take the time off that you need. We are truly committed to a positive work-life balance, recognizing that it is important to be happy and fulfilled in both
• Training & Development
• Learning the advanced partnership automation products
• Medical Aid and Provident Fund 
• Group schemes with Discovery & Bonitas for medical aid
• Group scheme with Momentum for provident fund
• Restricted Stock Units
• 3-year vesting schedule pending Board approval
• Internet Allowance

Fitness club fee reimbursementsTechnology stipend 

impact.com is proud to be an equal opportunity workplace. All employees and applicants for employment shall be given fair treatment and equal employment opportunity regardless of their race, ethnicity or ancestry, color or caste, religion or belief, age, sex (including gender identity, gender reassignment, sexual orientation, pregnancy/maternity), national origin, weight, neurodivergence, disability, marital and civil partnership status, caregiving status, veteran status, genetic information, political affiliation, or other prohibited non-merit factors.

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