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, enabling you to provide world-class customer support, assisting our clients in the best way to use our platform to manage their Partnerships Channel. Engaging with a wide range of clients (from small publishers to multinational brands) via our in-app live chat and ticket system. Collaborating within your team and with other teams 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 basic finance related 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, part of our larger Customer Engineering division, is committed to delivering a high-quality user experience and supporting user retention. This global team consists of Customer Solutions Specialists who provide 24/7 product support, continuously improving both user experience and operational efficiency.This position involves shift work, including weekends, and schedules may vary periodically to meet our team and customer needs.

What You'll Do:

• First point of contact when a client has a problem with 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, resolved, and our client’s feel supported all  in a timely manner.
• Liaising with a diverse group of professionals across multiple teams. 
• Get involved in cross-functional projects aimed at improving customer experience and operational efficiency. 
• Working with the Senior team to drive operational efficiencies, change, and alignment with internal teams. 
• Mentor the broader team.

What You Have:

• Experience in customer support/service within the SaaS world
• Understand the Affiliate Marketing Eco System
• Basic understanding of how business processes work to empathise with what our clients are trying to get done on our platform
• “Super user” 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 breakdown complex topics into digestible explanations
• The ability to analyse 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 growing your knowledge as the Product/Business evolves
• Familiarity with concepts like API, FTP, SQL,HTML, as well as basic business accounting
• Ability to use Initiative & be Proactive 

Nice to have:

 Affiliate & Partnerships Industry Fundamentals Certification by PXA

Benefits:

• Hybrid, Casual work environment
• Responsible PTO policy
•  PTO requests are approved at the discretion of your manager to ensure appropriate team coverage while supporting individual well-being. We encourage thoughtful planning to maintain our commitment to high-quality service.
• 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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