Customer Solutions Specialist

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 You'll Do Bringing to life, this Customer Solutions Specialist role means you\'ll :

Provide enterprise-level Product Support to our customers and partners, covering chat and ticketing.

Empower our customers to get the most out of our platform and grow their businesses.

Expertly manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner.

Actively contribute to internal and external knowledge base support documentation to drive best practices.

Diagnosing, troubleshooting, and identifying solutions to resolve customer and system issues promptly and efficiently.

Become our platform expert, identify common customer challenges, work with cross-functional teams on customer needs and product suggestions.

What You Bring

Bachelor\'s degree or higher

Spoken and written fluency in the English Language

Excellent communicator with strong interpersonal skills and the ability to understand and explain complex technical concepts to your audience

Customer-centric, willing to advocate for your client\'s needs, and passionate about providing a great customer experience.

Self-motivated and successful self-starter, who is detail-oriented, and shows a successful history of meeting and exceeding goals.

Strong time management to be able to juggle and manage the requirements of this multi-tasked role.

Analytical thinking and high problem-solving skills

Stress tolerance and ability to work under a pressured environment. A good team player with great adaptability

Proficiency in Word / Excel / PPT and other software. Strong document editing ability

Open to working weekend and holiday shifts.

Familiarity with concepts like APIs, FTPs, HTML / CSS, and affiliate marketing

Experience in one or more of these areas :

Customer Technical Support

Working in a SaaS business

Digital Marketing industry

Service Quality Management

Training & Development - Free Coursera Subscription and PXA partnerships learning

Mental Health and Wellness Benefit - Including 12 Therapy / Coaching sessions + Dependent coverage

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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