Customer Solutions Specialist

About the role

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).

Responsibilities

• 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.

Requirements

• 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.

Qualifications

• Nice to have: Affiliate & Partnerships Industry Fundamentals Certification by PXA.

Skills

• Technical aptitude
• Curiosity
• Genuine passion for service
• Meticulous attention to detail
• Resilience
• Internal motivation
• Passion for delivering memorable customer experiences

Benefits

• Flexible Working
• Medical Aid and Provident Fund Group schemes with Discovery & Bonitas for medical aid
• Group scheme with Momentum for provident fund
• Health and Wellness: Up to 12 fully covered therapy/coaching sessions per year, with additional dependent coverage
• Monthly gym reimbursement policy
• Technology Financial Support: Technology stipend to help set up home office, internet allowance
• Parental Support: Generous parental leave policy, 26 weeks fully paid leave for primary caregiver, 13 weeks fully paid leave for secondary caregiver
• Investing in Your Growth: Free Coursera subscription, PXA courses

Pay

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.