Customer Solutions Specialist

About the Company

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. Over 5,000 global brands rely on impact.com to power more than 225,000 partnerships.

Responsibilities

• Act as the first point of contact for clients using the platform
• Engage with users via in-app chat and ticketing systems
• Investigate and troubleshoot user and platform issues by replicating client experiences
• Manage support cases to ensure timely resolution and tracking
• Liaise with diverse professionals across multiple teams
• Participate in cross-functional projects to improve customer experience and operational efficiency
• Mentor the broader team and drive operational alignment

Requirements

• 2-4 years of customer support experience in SaaS
• Master's degree in Research, Computer Science, Finance, or Linguistics
• Excellent English verbal and written communication skills
• Ability to analyze data for insights and break down complex topics
• Strong problem-solving skills and ability to work autonomously
• Familiarity with API, FTP, SQL, JavaScript, HTML, or affiliate marketing is a plus

Benefits

• Flexible working and Responsible PTO policy
• Mental health support including 12 covered therapy sessions per year
• Monthly gym reimbursement
• Restricted Stock Units (RSUs) with a 3-year vesting schedule
• Free Coursera subscription and PXA courses
• Generous parental leave policy
• Technology stipend and monthly internet allowance