Senior Customer Solutions Specialist

The Company:
At impact.com our culture is our soul. We are passionate about our people, our technology, and 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'Oréal, Fanatics and Levi’s, visit www.impact.com.
Why this role is exciting:
An opportunity to join a Global company delivering Global Support. The broader Global team consists of around 20x people, spanning across Cape Town, New York, Santa Barbara and Sydney. The collective teams support our various regions - US, EMEA and APAC. It’s a really exciting time to join the business as we are scaling globally fast, with a massive focus on the Support function.
Does this sound like you?

• Affiliate/Partnership Marketing experience
• A healthy dose of initiative and the ability to remain flexible.
• Customer Technical Support
• Provide on-call support on an as needed basis.
• Detail-oriented, able to effectively prioritize tasks and solid time management.
• Strong ability to troubleshoot and debug customer support issues.
• Front-end development
• Familiarity with concepts like APIs, FTPs
• Professional interpersonal skills, excellent written and verbal communication.
• Enthusiastic team player.
• Ability to handle conflicting priorities and triage accordingly.
• The ability to own and drive cross departmental projects.
• Global Support
• Marketing exposure or experience
• Working in a SaaS Product based business
• Experience (6+ years) in all of these areas is preferable:
• Technical or Analytical Campaign Manager
• Hungry to learn and continuously grow your knowledge as the Product/Business evolves.

What you will be doing:

• Free Affiliate & Partnerships Industry Fundamentals Certification by PXA
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner.
• Partner with project stakeholders to ensure that they are adequately informed on the project’s progress.
• Mentoring the broader team.
• Provide enterprise-level Product Support to our customers and Partners, covering chat and ticketing.
• Working with the Snr team to drive operational efficiencies, change and alignment with internal teams.
• Following standard procedures for proper escalation of unresolved issues to collaborate with the appropriate internal teams like Product, Engineering, Success to ensure we resolve client issues promptly and efficiently.
• Contribute to internal and external knowledge Base Support documentation. arching, diagnosing, troubleshooting, identifying solutions to resolve customer and system issues.

Salary Range: $60,000 - $75,000 per year, plus eligible to receive Restricted Stock Unit (RSU) grant and additional variable annual bonus contingent on Company performance.

• 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 skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time.

Benefits (Perks):

• An established company with a cool, high-velocity work ethos, where each person can make a difference!
• Flexible work hours
• Unlimited responsible PTO
• An employee-led culture team that plans inclusive events- meaning time together and other events to celebrate our many successes!
• Medical, Dental and Vision insurance
• Parental Leave
• Flexible spending accounts and 401(k)
• Catered lunch every Friday, a healthy snack bar, and great coffee to keep you fueled.

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We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.