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Customer Solutions Specialist

About Impact.com: Impact.com is the world's leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer journey. From affiliates and influencers to content publishers, brand ambassadors, and customer advocates, Impact.com empowers brands to drive trusted, performance-based growth through authentic relationships. Its award-winning products—Performance (affiliate), Creator (influencer), and Advocate (customer referral)—unify every type of partner into one integrated platform. As consumers increasingly rely on recommendations from people and communities they trust, Impact.com helps brands show up where it matters most. Today, over 5,000 global brands, including Walmart, Uber, Shopify, Lenovo, L'Oréal, and Fanatics, rely on Impact.com to power more than 225,000 partnerships that deliver measurable business results.

Your Role at Impact.com: Impact.com's global support organization is launching a brand new team in our Columbus office. This role is one of ten new positions, all starting at the same time, to launch the new team. Our global support team handles all customer queries for the thousands of brands and millions of partners in the Impact.com ecosystem. We are responsible for making interactions with Impact.com a delight across all surfaces. We help users navigate the platform and address any issues that arise, acting as the voice of the customer and providing critical input to our product & engineering teams.

The global team spans the US, South Africa, Singapore, Malaysia, Japan, and Australia, supporting customers in every country worldwide. Working in the team requires technical aptitude, curiosity, and a genuine passion for service and delivering memorable customer experiences. Great candidates embody those values, along with meticulous attention to detail and the ability to handle customers in every state of mind (from extremely happy to extremely unhappy).

Our business is scaling rapidly, and how we support our customers is at the heart of what we do. Come join us and help build the future of this team. Work in our Columbus office is in-office three days a week, in one of two assigned shifts (8:00 a.m. - 5:00 p.m. or 10:00 a.m. - 7:00 p.m.). You may request your preferred shift, and we will assign new team members based on the number of requests for each shift and the team's needs.

What You'll Do:

• Provide delightful customer support during either US Eastern or US Pacific time hours through chat, email, and ticketing systems for our global user base.
• Act as the first point of contact and a trusted guide for thousands of brands and partners, helping them navigate the platform and troubleshoot any issues that arise.
• Investigate and troubleshoot user challenges by replicating client experiences, testing features, and identifying root causes.
• Serve as the voice-of-the-customer, gathering critical feedback and collaborating with cross-functional teams to enhance client satisfaction and continuously improve platform performance.
• Help shape the future of our customer support organization as a foundational member of our new Columbus-based team.

What You Bring:

• 2+ years of experience in Front-End Web Development or Technical Customer Support, ideally within a SaaS environment.
• Phenomenal written communication skills, with an ability to be clear, concise, and professional across multiple channels.
• Strong technical troubleshooting skills and a proven ability to simplify complex issues for non-technical users.
• Quick thinking with strong analytical skills, and the capability to manage many different communication threads on diverse topics simultaneously.
• Comfortable working with tools and concepts like APIs, FTP, SQL, JavaScript, and HTML.
• A genuine curiosity and the technical aptitude required to master a complex software platform.
• Meticulous accuracy and a high standard for the quality of your work.
• The resilience and presence to handle customers in every state of mind, from delighted to frustrated, while maintaining a professional demeanor.
• Strong internal motivation, a passion for service, and a drive to deliver memorable customer experiences.

Nice to Have: Affiliate & Partnerships Industry Fundamentals Certification by PXA

Salary Range: $70,000 - $75,000 per year, plus an additional 5% variable annual bonus contingent on Company performance and eligible to receive a Restricted Stock Unit (RSU) grant.

*This is the pay range the Company believes is equitable for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the applicant's skills, qualifications, and experience, as well as the position's requirements. The Company reserves the right to modify this pay range at any time.

Benefits and Perks: At Impact.com, we believe that when you're happy and fulfilled, you do your best work. That's why we've built a benefits package that supports your well-being, growth, and work-life balance.

• Flexible Working: Our Responsible PTO policy means you can take the time off you need to rest and recharge. We're committed to a positive work-life balance and provide a flexible environment that allows you to be happy and fulfilled in both your career and your personal life.
• Medical Aid and Provident Fund:
  • Group schemes with Discovery & Bonitas for medical aid
  • Group scheme with Momentum for provident fund
• Health and Wellness: Your well-being is a priority. Our mental health and wellness benefit includes up to 12 fully covered therapy/coaching sessions per year, with additional dependent coverage. We also offer a monthly gym reimbursement policy to support your physical health.
• A Stake in Our Growth: We offer Restricted Stock Units (RSUs) as part of our total compensation, giving you a stake in the company's growth with a 3-year vesting schedule, pending Board approval.
• Investing in Your Growth: We're committed to your continuous learning. Take advantage of our free Coursera subscription and our PXA courses.
• Parental Support: We offer a generous parental leave policy, 26 weeks of fully paid leave for the primary caregiver and 13 weeks fully paid leave for the secondary caregiver.
• Technology Financial Support: We provide a technology stipend to help you set up your home office and a monthly allowance to cover your internet expenses.
• Fitness Club Reimbursement
• Internet Allowance

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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