other
Posted May 27Manager, Customer Solutions
Columbus, United StatesHybrid
Responsibilities
- Drive Operational Rigor & Hit KPIs : Manage day-to-day operations of the Columbus support team independently, ensuring the team consistently meets and exceeds KPIs for customer satisfaction, ticket resolution and response times.
- Develop Talent & Drive Accountability : Lead, mentor, and inspire a team of Support Specialists.
- Champion their career pathing and personal excellence by establishing clear expectations, maintaining professional boundaries, and utilizing direct, structured feedback loops.
- Manage Performance Confidently : Actively develop your team through regular coaching and performance reviews, while independently handling constructive feedback, performance improvement plans (PIPs), and behavioral standards to build a highly skilled, motivated organization.
- Own Escalations & Champion the Voice-of-the-Customer : Serve as the primary escalation point for complex or sensitive customer issues, ensuring swift, satisfactory resolutions.
- Consolidate team feedback to provide strategic insights to Product, Engineering, and other cross-functional partners.
- Establish Reporting Discipline & Act on Data : Build an ingrained habit of data review and reporting, ranging from daily shift management to comprehensive monthly business reviews.
- Support the rollout of GenAI tooling to automate routine tasks and "clear the clutter," empowering your agents to focus on what humans do best: intensive investigation, cross-functional problem solving, and delivering genuine empathy to our customers.
- Navigate Ambiguity & Operate Globally : Build strong, proactive relationships with cross-functional teams to resolve process breakdowns.
- Seamlessly collaborate with peer managers across EMEA, APAC, and NAM to ensure consistent standards and a seamless global support experience across time zones.
Requirements
- impact.com ’s global support organization is in the midst of a transformation, scaling rapidly while integrating advanced AI and automation to deliver a world-class customer experience.
- You must understand the "why" behind the numbers, going beyond just pulling metrics to making informed, data-driven decisions that elevate both operational performance (KPIs, SLAs) and people development (QA, coaching needs, and capacity).
- Champion AI as an Enabler : Lead your team through our technological transformation.
- Seasoned Leadership : A proven track record of managing support teams, with a required background in BPO operations or high-volume Customer Support environments.
- Experience in a fast-paced SaaS company is highly preferred.
- experience managing and optimizing modern Customer Relationship Management (CRM) platforms (e.g., Freshdesk, Zendesk) and implementing structured quality assurance (QA) frameworks.
- MarTech Affinity : A strong interest in or familiarity with the Marketing Technology (MarTech), affiliate, creator, or partnership marketing space is a major plus.
- Operational & Data Literacy : Deep expertise in establishing reporting cadences and acting on support metrics.
- You are highly analytical, comfortable navigating a transforming operational machine, and know how to use data to tell a story and drive team behavior.
- AI & Tech Fluency : A strong understanding of how AI tooling augments (rather than replaces) support operations.
- You don't need to be an engineer, but you must be a champion of using automation to eliminate repetitive work, allowing your team to elevate their proficiency and focus on complex, high-value customer interactions.
- Exceptional Communication : Direct, structured, and professional communication skills, both written and verbal, with a proven ability to manage cross-functional stakeholders effectively. Nice to Have:
- Affiliate & Partnerships Industry Fundamentals Certification (Free by PXA)
- experience of the applicant along with the
Benefits
- Salary Range: $90,000 - $110,000 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 skills, qualifications, and
- requirements of the position, and 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.
- Medical, Dental, and Vision insurance
- Flexible spending accounts and 401(k)
- Flexible Working: Our Responsible PTO policy means you can take the time off you need to rest and recharge.
- 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.
Contact
- Role Title: Manager, Customer Solutions About impact.com
- 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 225,000 partnerships that deliver measurable business results.
- Your Role at impact.com :
- Our global support team handles all customer queries for the thousands of brands and millions of partners in the impact.com ecosystem.
- 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 t9ype of partner into one integrated platform.
- We are looking for a seasoned Customer Solutions / Customer Support Manager to oversee and elevate a high-performing team of Support Specialists in our Columbus office.
- Operating across the US, South Africa, Singapore, Malaysia, Japan, and Australia, we require an operationally rigorous leader who models excellence, navigates complex cross-functional workflows, and confidently drives team performance.
- Work in our Columbus office is hybrid, with a requirement of being in-office three days a week. What You'll Do:
- Take end-to-end ownership of building and refining complex operational processes from the ground up.
- Recruit & Scale : Recruit, hire, and onboard new talent to support the team's ongoing growth and success. What You Bring:
- Experience building and sustaining high-performing teams, with the confidence to execute formal performance management and written accountability.
- Office-only catered lunch every Thursday, a healthy snack bar, and great coffee to keep you fueled
- We're committed to a positive work-life balance and provide a flexible environment that allows you to be happy and fulfilled in both your career and your personal life.
- Health and Wellness: Your well-being is a priority.