Customer Support & Account Executive

Overview

As a

Customer Support & Account Executive

at Commission Factory, you will serve as a critical link between our customers and internal teams. This hybrid role combines the proactive, hands-on responsibilities of client support with the strategic involvement of affiliate program development. You will manage a portfolio of self-managed advertisers, assist Account Managers on key managed accounts, respond to inbound queries, and ensure that clients are empowered to make the most of Commission Factory’s platform and services. This is a dynamic, multi-faceted role ideal for someone who enjoys problem-solving, continuous learning, and making meaningful connections with clients. Some public holiday work may be required, with a day off in lieu. Key Responsibilities

Client Support & Engagement Respond to and resolve customer queries in a timely, professional manner. Educate clients on using Commission Factory’s tools and features through training sessions, calls, and webinars. Deliver product training and onboarding support to ensure optimal platform use. Work collaboratively with the Integrations Team to ensure smooth onboarding and implementation experiences. Program Support & Development Support Account Managers in developing and maintaining managed affiliate programs, including reporting, sales amendments, and campaign analysis. Independently manage a portfolio of self-managed clients. Create proposals, training materials, help desk content, and support documents to assist clients and internal teams. Respond to ad hoc queries from clients to provide guidance and advice on improved account management and product utilisation. Affiliate Program Operations Trial and monitor new affiliates and technologies to grow client programs. Identify and present partnership and promotional opportunities. Provide monthly and quarterly client performance reviews and recommendations. Identify upsell and cross-sell opportunities for further business growth. Skills and Experience

Required 1–2 years of experience in a customer-facing, account management, or marketing-related role. Exceptional written and verbal communication skills. Proficiency in Microsoft Office, particularly Word and Excel. Familiarity with CRM platforms (HubSpot preferred). Strong interpersonal skills and the ability to build rapport with a variety of stakeholders. Ability to prioritise, multitask, and work efficiently under pressure. Eagerness to learn technical systems, including source code basics and platform tools. Highly Desirable Bachelor’s Degree in Marketing, Business, or Communications. Experience in affiliate marketing or eCommerce industries. Why Join Commission Factory?

Four-Day Work Week :

We promote a healthy work / life balance and are proud to be pioneers in our industry for implementing a four-day work week. Remote Flexibility :

Enjoy a hybrid work environment with flexibility to work from home. Training & Career Progression :

Comprehensive onboarding and career development opportunities. Team Culture :

A dynamic, diverse, and collaborative culture where every voice matters. Company Values

At Commission Factory, our values are embedded in everything we do : Mateship :

We’re fun, friendly, and inclusive—supporting a healthy balance of work and play. Accountability :

We own our responsibilities and take pride in delivering what we promise. People-Centric :

Our strength lies in our people and partners. Diversity fuels our innovation. Creativity :

We’re curious, agile, and brave—always striving for better solutions. Collaboration :

We grow stronger together, through meaningful relationships and shared goals. Workplace Health & Safety

Safety is everyone’s responsibility. We expect all team members to : Act in accordance with agreed safe work practices. Report unsafe conditions and participate in safety training. Maintain awareness of procedures and seek clarification when unsure. Development & Evolution

This job description is a living document designed to reflect your growth at Commission Factory. As the affiliate landscape evolves, so too may your responsibilities and opportunities.

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