other
Posted YesterdayCustomer Solutions Specialist
Columbus, United StatesOn-site
Responsibilities
- Investigate and troubleshoot user challenges by replicating client experiences, testing features, and identifying root causes.
Requirements
- 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).
- 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.
Experience
- Help shape the future of our customer support organization as a foundational member of our new Columbus-based team. What You Bring: 2+ years of
Benefits
- Affiliate & Partnerships Industry Fundamentals Certification by PXA Salary Range:
- 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.
- The Company reserves the right to modify this pay range at any time. Benefits and Perks:
- benefits package that supports your well-being, growth, and work-life balance.
- Flexible Working: Our Responsible PTO policy means you can take the time off you need to rest and recharge.
- Medical Aid and Provident Fund
- Our mental health and wellness benefit includes up to 12 fully covered therapy/coaching sessions per year, with additional dependent coverage.
- A Stake in Our Growth: We offer Restricted Stock Units (RSUs) as part of our total compensation, giving you a stake in the company's growth with a 3-year vesting schedule, pending Board approval.
- Parental Support: We offer a generous parental leave policy, 26 weeks of fully paid leave for the primary caregiver and 13 weeks fully paid leave for the secondary caregiver.
- Technology Financial Support: We provide a technology stipend to help you set up your home office and a monthly allowance to cover your internet expenses.
- Fitness Club Reimbursement Internet Allowance
Contact
- impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer journey.
- From affiliates and influencers to content publishers, brand ambassadors, and customer advocates, impact.com empowers brands to drive trusted, performance-based growth through authentic relationships.
- As consumers increasingly rely on recommendations from people and communities they trust, impact.com helps brands show up where it matters most.
- Today, over 5,000 global brands - including Walmart, Uber, Shopify, Lenovo, L’Oréal, and Fanatics - rely on impact.com to power more than 350,000 partnerships that deliver measurable business results.
- Your Role at impact.com :
- impact.com ’s global support organization is launching a brand new team in our Columbus office.
- 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.
- At impact.com, we believe that when you’re happy and fulfilled, you do your best work. That’s why we’ve built a
- impact.com is proud to be an equal opportunity workplace.
Additional details
- Its award-winning products - Performance (affiliate), Creator (influencer), and Advocate (customer referral) - unify every type of partner into one integrated platform.
- This role is one of ten new positions, all starting at the same time, to launch the new team.
- 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.
- Our business is scaling rapidly, and how we support our customers is at the heart of what we do.
- Come join us and help build the future of this team.
- Work in our Columbus office is in-office three days a week, in one of two assigned shifts (8:00 a.m. - 5:00 p.m. or 10:00 a.m. - 7:00 p.m.).
- You may request your preferred shift, and we will assign new team members based on the number of requests for each shift and the team's needs. What You'll Do:
- Provide delightful customer support during either US Eastern or US Pacific time hours through chat, email, and ticketing systems for our global user base.