Customer Solutions Specialist

About the Company

impact.com is the world’s leading partnership management platform, transforming how businesses manage and optimize partnerships including affiliates, influencers, and B2B ecosystems. We use cutting-edge technology to help global brands like Walmart, Uber, and Shopify automate their partnerships and drive revenue growth.

Responsibilities

• Provide enterprise-level product support via chat and ticketing systems
• Manage support cases to ensure timely resolution and follow-up
• Diagnose, troubleshoot, and identify solutions for customer and system issues
• Contribute to internal and external knowledge base documentation
• Act as a platform expert to identify common challenges and suggest product improvements

Requirements

• Bachelor's degree or higher
• Fluency in English (spoken and written)
• Strong communication and interpersonal skills
• Proficiency in Word, Excel, and PowerPoint
• Ability to work weekend and holiday shifts
• 4+ years of experience in SaaS, Technical Support, Digital Marketing, or Service Quality Management preferred

Preferred Qualifications

• Familiarity with APIs, FTPs, and HTML/CSS
• Knowledge of affiliate marketing concepts

Benefits

• Flexible working with a Responsible PTO policy
• Mental health support including covered therapy/coaching sessions
• Monthly gym reimbursement
• Free Coursera subscription and PXA courses
• Generous parental leave (26 weeks primary, 13 weeks secondary)
• Technology stipend and monthly internet allowance