Customer Solutions Specialist

Our Company:

At impact.com we are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded. If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world, then this is the place for you!

impact.com, the world’s leading partnership management platform, is transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more. The company’s powerful, purpose-built platform makes it easy for businesses to create, manage, and scale an ecosystem of partnerships with the brands and communities that customers trust to make purchases, get information, and entertain themselves at home, at work, or on the go. To learn more about how impact.com’s technology platform and partnerships marketplace is driving revenue growth for global enterprise brands such as Walmart, Uber, Shopify, Lenovo, L’Oreal, and Fanatics visit www.impact.com.

Your Role at impact.com:

The Customer Solutions Specialist is responsible for providing world-class customer service through ticketing and live chat. This role focuses on efficiently addressing customer inquiries, resolving issues, and ensuring customer satisfaction. The Specialist will adhere to global service standards, ensuring that every customer interaction is handled professionally and in line with company expectations for quality and support.

What You'll Do:

1. Ticket and Live Chat Support:

• Provide prompt, professional support through impact.com’s ticketing system and live chat, resolving customer inquiries and technical issues.
• Adhere to global and regional KPIs and quality standards to ensure consistency in service delivery.
• Support hours are from 9:00 to 18:00, Monday to Friday. However, as the schedule is structured around shifts, weekend or after-hours work may be requested based on supporting needs and operational requirements.

2. Customer Satisfaction:

• Maintain high customer satisfaction by resolving issues quickly, providing clear solutions, and delivering a professional, empathetic service experience.

3. Issue Resolution:

• Utilize product knowledge and troubleshooting skills to deliver accurate solutions and clear explanations to clients, ensuring adherence to company policies and service standards.

4. Collaboration & Team Work:

• Collaborate with team members and internal departments as needed to resolve customer issues and share best practices and learnings to foster continuous improvement across the team.

5. Continuous Improvement:

• Stay updated on product features and service changes, participate in training sessions, and seek opportunities for self-development to enhance technical expertise and support performance.

6. Ad-Hoc Projects

• From time to time, support cross-functional projects aimed at enhancing customer support processes, improving product features, or implementing new initiatives. 
• Contribute insights from customer interactions and collaborate with teams to help optimize service delivery.

What You Have:

1. Required

• Proven experience in customer support or a similar customer-facing role, manage customer inquiries and resolve issues effectively.
• Familiarity with ticketing systems, team collaboration tools (e.g., Slack), and basic dashboard or reporting tools.
• Strong written and verbal communication skills, with the ability to communicate clearly and professionally with customers and team members.
• Problem-solving abilities with a focus on resolving customer issues efficiently and professionally.
• Ability to work independently, prioritize tasks, and manage multiple issues in a fast-paced environment.

2. Preferred 

• Experience working in a customer support role, with an understanding of common customer pain points and service-level expectations.
• Familiarity with concepts like API, FTP, SQL, Javascript, and HTML, as well as basic business accounting
• Knowledge of affiliate marketing platforms or marketing software is a plus, but not essential.
• Familiarity with customer support best practices or customer success principles is beneficial.

3. Skills and Competencies

• Customer-Centric
• Organized
• Proactive
• Problem Solving
• Time Management
• Empathy
• Professional Communication (written and verbal)
• Attention to Detail
• Teamwork
• Resilience

Nice to have:

 Affiliate & Partnerships Industry Fundamentals Certification by PXA

Benefits:

• Hybrid, Casual work environment
• Responsible PTO policy
• Take the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both
• Training & Development
• Learning the advanced partnership automation products
• Medical Aid and Provident Fund 
• Group schemes with Discovery & Bonitas for medical aid
• Group scheme with Momentum for provident fund
• Restricted Stock Units
• 3-year vesting schedule pending Board approval
• Internet Allowance

Fitness club fee reimbursementsTechnology stipend 

impact.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.

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