Our Company:If you are looking to join a team where your opinion is valued, your contributions are noticed, and you enjoy working with fun and talented people from all over the world then this is the place for you.
Apply today if you have a desire to work in an organization that is:
Passionate about its peopleFocused on delivering the very best tech to our customersOffering the flexibility to work how and where you are most successfulObsessed with our customers' successThe leading SaaS platform to automate partnerships - affiliate, influencer, technology partners, and more!Entrepreneurial in spirit with a culture that rewards collaboration and curiosityObsessed with making a difference in business and to the wider communityImpact.com is the global leader in Partnership Automation, working with innovative brands like Ticketmaster, Levi's, Microsoft, Airbnb, and Uber to help them manage their online affiliate, influencer, brand-to-brand, and content partnerships. The Impact Partnership Cloud covers the full life partnership lifecycle including onboarding, tracking ads and paying partners, recruiting for new partners, data and marketing intelligence, and protection from fraud. Founded in 2008, Impact.com has grown to over 1000 employees and 10 offices across Europe, the United States, Africa, and Asia so there is plenty of opportunity for growth and advancement.
Your Role at Impact.com:As a Customer Solutions Specialist, you will be an impact.com platform expert enabled to provide world-class customer support. You will assist our clients on how to best use our platform to manage their Partnerships Channel. Engage with a wide range of clients (from small publishers to multinational brands) via our in-app live chat and ticket system. Collaborate within your team and with other teams across the globe 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 finance 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 is part of the broader Customer Engineering team, whose responsibility is to ensure a high-quality user experience and drive user retention. Our global Customer Solutions team comprises Customer Solutions Specialists who provide 24/5 product support coverage while continuously finding ways to improve our user experience and operational efficiencies.
What You'll Do:Support during US Pacific hours, 5 pm to 2 am SAST (PDT)/ 4 pm to 1 am SAST (PST).Be the first point of contact when a client has a problem using the platform.Engaging with our users via in-app chat and ticketing systemInvestigating and troubleshooting user and platform issues, including replicating the client's experience, testing features, and gathering informationLearning how to best assist our client's business through the best use of the platform and new features as they are developedManage support cases to ensure issues are recorded, tracked, and resolved in a timely manner.Liaise with a diverse group of professionals across multiple teams.Be involved in cross-functional projects aimed at improving customer experience and operational efficiency.Work with the Senior team to drive operational efficiencies, change, and alignment with internal teams.What You Have:2+ years experience in one of the following: Finance, Fintech, Accounting, or bankingUniversity Degree in Accounting or MathematicsExperience in customer support/service within the SaaS worldUnderstand the Affiliate Market EcoSystemBasic understanding of how business processes work to empathize with what our clients are trying to get done on our platform"Superuser" level understanding of the internet - Google-Fu master!Detail-oriented, able to effectively prioritize tasks, triage conflicting issues with solid time managementCustomer-centric, willing to be an advocate for your client's needs, and a passion for providing a great customer experienceExcellent verbal and written communication skillsAble to break down complex topics into digestible explanationsThe ability to analyze data for insightsA quick thinker and problem-solver with the ability to pivot when neededA self-starter that can work autonomously as well as in a team, and knows how to get stuff doneResourceful and able to teach oneself and find an answerHungry to learn and continuously grow your knowledge as the Product/Business evolvesFamiliarity with concepts like API, FTP, SQL, Javascript, and HTML, as well as basic business accountingFamiliarity with Excel or QuickBooksA tertiary qualification in customer service or digital marketing is beneficialNice to have:Affiliate & Partnerships Industry Fundamentals Certification by PXABenefits/Perks:Hybrid, Casual work environmentResponsible PTO policyTake the time off that you need. We are truly committed to a positive work-life balance, recognizing that it is important to be happy and fulfilled in both6 month primary caregiver leaveTraining & DevelopmentLearning the advanced partnership automation productsMedical Aid and Provident FundGroup schemes with Discovery & Bonitas for medical aidGroup scheme with Momentum for provident fundRestricted Stock Units3-year vesting schedule pending Board approvalInternet AllowanceFitness club fee reimbursementsImpact.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. #LI-NK1
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